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Pharmacy customer opinions about the supply of non – prescrition medicine in community pharmacies in Hanoi, Vietnam

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Thang Do Xuan, Claire Anderson

 ABSTRACT

Providing safe and effective non-prescription medicines (NPMs) and ensuring customer satisfaction are key roles for pharmacy staff. There is limited research on customers’ views of advice for NPMs in community pharmacies (CPs) in Vietnam.

Objectives

This study investigated pharmacy customers’ opinions of pharmacy service provision given when non-prescription medicines (NPMs) are supplied.

Methods

Cross-sectional survey with pharmacy customers purchasing NPMs in five CPs in Hanoi from May to August 2011. Questions included customers’ evaluation of the service received.

Results

Five-hundred-and-five (505) customers completed a questionnaire (response rate 20.6%). The majority of respondents were women. Over two-thirds (69%, n=350) of respondents reported they were asked to describe their symptoms and nearly two-thirds (63%, n=320) reported being asked ‘who the medicines was for’ during their transaction. Over two-fifths (42%, n=2114) of respondents reported being asked ‘how long they had had the symptom’ and pharmacy staff were reported to ask ‘if any treatment has been tried already’ in one-third (33%, n=168) of transactions. Over half of the respondents were unsure whether or not their health was appropriately cared for, or their views were respected by pharmacy staff. In addition, one-third (36%, n=184) and one quarter (27%, n=141) of respondents were unsure whether staff had sufficient knowledge to deal with minor diseases and whether suitable medicines were selected, respectively.

Conclusions

Pharmacy services were not reported to be as good as expected and customers had relatively low levels of confidence in the service they received.

Key words

Non-prescription medicines, community pharmacies, Vietnam, questionnaire

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