Pharmacists and Patients Perspectives on Pharmaceutical Care Services in Community Pharmacies: A Systematic Qualitative Review
Authors
Keywords:
Community Pharmacy, Pharmaceutical Care,, Patient Perspective, Pharmacist Attitude, Systematic ReviewAbstract
Background: Pharmaceutical Care (PC) services in community pharmacies have evolved from simple dispensing to complex clinical interventions. However, the successful implementation of these services heavily depends on the perceptions and experiences of both the providers and the recipients. This systematic review aims to synthesize qualitative evidence regarding the perspectives of pharmacists and patients toward PC services in community pharmacy settings.
Methods: A systematic search was conducted across major databases (e.g., NCBI) for qualitative studies published in the last decade. Studies focusing on the attitudes, experiences, and perceptions of community pharmacists and patients regarding PC services were included. Quality appraisal was performed using the Critical Appraisal Skills Programme (CASP) checklist, and data were synthesized using thematic synthesis.
Results: The synthesis of included studies revealed several key themes. Patients generally perceived PC services as beneficial, highlighting accessibility and the pharmacist’s role as a trusted health advisor. However, concerns regarding privacy, lack of awareness of extended services, and a traditional view of pharmacists as "medicine sellers" remained significant barriers. From the pharmacists' perspective, while there was strong professional motivation to provide clinical care, common barriers included time constraints, heavy administrative workloads, inadequate compensation, and perceived lack of integration with the wider healthcare team. Both groups identified the need for better communication and a private consultation environment to enhance service delivery.
Conclusion: There is a notable discrepancy between the professional aspirations of pharmacists and the public’s traditional expectations. To enhance PC services, community pharmacies must address structural barriers such as workload and privacy, while simultaneously increasing public awareness of the pharmacist’s clinical role. Integrated healthcare policies that recognize and remunerate these services are essential for sustainable implementation
Downloads
References
1. Kiflu, M., Tsega, S. S., Moges, T. A., Alem, H. A., & Getachew, M. (2024). Pharmacy professionals’ understanding, attitude and practice toward pharmaceutical care in Motta town, Northwest Ethiopia: A cross-sectional study. SAGE Open Medicine, 12, 20503121241267239. doi: 10.1177/20503121241267239.
2. Loh, P., Chua, S. S. and Karuppannan, M. (2021) “The extent and barriers in providing pharmaceutical care services by community pharmacists in Malaysia: a cross-sectional study.,” BMC health services research, 21(1), p. 822. doi: 10.1186/s12913-021-06820-7.
3. Al Shaker, H. A., Barry, H. E., & Hughes, C. M. (2024). Stakeholders' perspectives about challenges, strategies and outcomes of importance associated with adherence to appropriate polypharmacy in older patients–A qualitative study. Exploratory Research in Clinical and Social Pharmacy, 15, 100479. https://doi.org/10.1016/j.rcsop.2024.100479
4. Mylod, D., & Lee, T. H. (2023). Giving hope as a high reliability function of health care. Journal of Patient Experience, 10, 23743735221147765. doi: 10.1177/23743735221147765.
5. Lee, K. M. K., Page, A., Kim, S., Al-Diery, T., Koeper, I., Singh, I., ... & Johnson, J. (2023). Perceptions and expectations of health professionals regarding hospital pharmacy services and the roles of hospital pharmacists: a qualitative systematic review and meta-synthesis. Exploratory Research in Clinical and Social Pharmacy, 10, 100264. doi: 10.1016/j.rcsop.2023.100264.
6. J Kokane, J. V., & Avhad, P. S. (2016). Role of pharmacist in health care system. J Community Health Manag, 3(1), 37-40. doi: 10.5958/2394-2770.2016.00013.2.
7. Toklu, H. Z., & Hussain, A. (2013). The changing face of pharmacy practice and the need for a new model of pharmacy education. Journal of Young Pharmacists, 5(2), 38-40. doi: 10.1016/j.jyp.2012.09.001.
8. Patterson, S. M., Cadogan, C. A., Barry, H. E., & Hughes, C. M. (2022). ’It stayed there, front and centre’: perspectives on community pharmacy’s contribution to front-line healthcare services during the COVID-19 pandemic in Northern Ireland. BMJ open, 12(9), e064549. doi: 10.1136/bmjopen-2022-064549.
9. Nind, J., Smith, A., Scahill, S., & Marra, C. A. (2022). A systematic review of independent and chain pharmacies effects on medication adherence. Pharmacy, 10(5), 124. doi: 10.3390/pharmacy10050124.
10. Lin, C., & Kuo, C. F. (2025). Roles and potential of large language models in healthcare: a comprehensive review. Biomedical Journal, 100868. doi: 10.1016/j.bj.2025.100868.
11. Nyman, S. J., Vogel, M. E., Heller, G. M., Hella, J. R., Illes, R. A., & Kirkpatrick, H. A. (2023). Development and evaluation of a health behavior change clinic in primary care: an interdisciplinary partnership. Journal of Clinical Psychology in Medical Settings, 30(4), 909-923. doi: 10.1007/s10880-023-09945-5.
