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Journal of Innovation in Science, Engineering and Technology

Document Type

Original Study

Abstract

Introduction: Community pharmacies play a crucial role in primary healthcare delivery, particularly in improving access to medicines and healthcare advice. However, service quality and consumer perceptions may vary in resource-limited settings. This study aimed to evaluate consumer perceptions of medication management services, financial burden, and overall satisfaction with community pharmacy services in Gampaha District, Sri Lanka.
Methodology: A descriptive cross-sectional study was conducted over three months among 200 community pharmacy consumers. Adults aged 20–80 years who had visited a pharmacy within the past six months were recruited using convenience sampling. Data were collected using a validated, structured questionnaire covering socio-demographic characteristics, pharmacy utilization, consumer perceptions, satisfaction, and financial aspects. Data analysis was performed using IBM SPSS Statistics version 27, applying descriptive statistics, chi-square tests, one-way ANOVA, Pearson correlation, and multiple linear regression, with statistical significance set at p < 0.05.
Results: Of the 200 respondents, 68.5% were female, with the majority belonging to young and middle-aged groups. Prescription medicines were the most commonly purchased items (35.5%), and pharmacy visits were typically occasional (47.0%) or monthly (37.0%). A considerable proportion (39.3%) reported incomplete dispensing of prescribed medicines. Most participants relied on out-of-pocket payments (90.5%), with 62.0% reporting monthly expenditures between Rs.1000–5000. Interpersonal aspects of service, including dignity, respect, and equal treatment, received high satisfaction ratings. However, medication counseling and information provision were comparatively weaker, with over 50% of respondents expressing neutral perceptions regarding advice on drug interactions, side effects, and storage. Overall satisfaction levels were moderate. Payment modality, purchase frequency, and waiting time were significantly associated with satisfaction (p < 0.05), with payment modality and waiting time identified as significant predictors.
Conclusion: While community pharmacy services were generally perceived positively, important gaps remain in counseling, medicine availability, and affordability. Addressing these issues may enhance patient outcomes and support evidence-based improvements in pharmacy practice and policy

First Pages

45

Last Page

54

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