Patients'attitides and experiences towards automated pharmacy dispensing units in Johannesburg, South Africa

Abstract

Pharmacy Dispensing Units (PDUs) are automated medicine dispensing systems, which are the first of its kind in South Africa and are operational in the public healthcare sector. At present, the application of automated dispensing technology is still evolving, and it is uncertain how it will impact on pharmacy services and be integrated into different healthcare systems. Aim To determine the attitude and experiences of patients collecting their chronic care medications at various Pharmacy Dispensing Units. Methods A cross-sectional quantitative design using a structured self-administered questionnaire was used to collect data from the participants at three PDU sites; Alexandra Plaza, Ndofaya Mall and Bara Mall. The study encompassed chronic stable patients. Participants were selected based on a simple random sampling method and included 624 participants. The study period was over two months. The researcher recorded the information that was present in the study population, and no variables were manipulated. Data was analysed using the SPSS version 27.0.0. Chi Square Tests, One-way Anova Tests and Microsoft Excel were used to analyze the data. Results Since p<0.05, the results showed that there was an association between responses and demographic information. The difference in distribution of responses seen across the participants at the different PDUs was significant. Most participants (85,4%) found the ATM easy to use as it was a simple system. Majority of the participants (99,6%) were content with the overall service received at the PDU, and 99,3% were pleased with the experience they had speaking through the PDU telephonic system. In comparison to the clinic, 99% of the participants felt they preferred to use the PDU and 99,7% found the PDU system easier to collect their medication from and follow their treatment plan. A few participants (2,7%) did have some negative experiences such as the system being down, network issues, technical challenges, delivery problems and the PDU being too busy. However, all of the respondents stated that they would recommend the PDU to other patients, as well as continue to collect their medicines at the PDU.

Conclusion Overall patients had a positive attitude and experience towards the PDU. This research will assist in ensuring pharmacies continue to shift their focus to providing a more holistic approach to healthcare. It will allow for engagement with National and Provincial Departments of Health and NGOs to expand the number of PDUs. Furthermore, it might also help to develop new services and allow for changes to be made within the current models. This study will contribute to the overall improvement in the health sector and prepare for implementation of NHI.