Assessing readiness for provision of online pharmaceutical services by retail pharmacies in Greater Kampala Metropolitan, Uganda

Abstract

Introduction: The first online pharmacy, Soma (www.soma.com), started in the United States in January 1999. More than two decades later, the industry has transformed due to the rise of online shopping, electronic health solutions, direct-to-consumer healthcare, and globalization of pharmaceutical manufacturing. Approximately 35,000 online pharmacies now operate worldwide. Developing countries like Uganda are experiencing the emergence of online pharmacy services, but there is limited data available regarding their readiness to provide these services. There is therefore a need to evaluate their readiness to offer these services. This study evaluated the technological infrastructure and human resource readiness for the provision of online pharmaceutical services in the Greater Kampala Metropolitan Area. Methods: This was a cross-sectional study that used both qualitative and quantitative data collection methods in the Greater Kampala Metropolitan Area. The study was able to select 272 pharmacies using proportionate stratified random sampling. Descriptive statistics were conducted using Stata version 14, with frequencies reported for quantitative data. Thematic analysis was performed on qualitative data collected from the National Drug Authority (NDA) regional managers in the Greater Kampala Metropolitan Area. Results: The majority 222(95%) of the surveyed pharmacies engaged in delivery of online pharmaceutical services, offering a diverse range of services, including tele-pharmacy 189(85%), home drug delivery 141(64%), e-prescriptions 97(44%), home delivery with follow-up 94(42%), prescription reminder services 79(36%), and online consultations 75(34%). Only 23(10%) of retail pharmacies offering online pharmaceutical services had good human resource readiness, compared to 124(56%) with good technological infrastructure readiness. However, only 19(9%) of the pharmacies offering these services had good readiness for both Technological infrastructure and Human resources. Findings also showed a lack of specific regulations and legal frameworks for the delivery of online pharmaceutical services, minimal enforcement of the quality and authenticity of products sold online, and minimal public awareness and education on online pharmaceutical services. Conclusion: Over half of the pharmacies offering online pharmaceutical services had the necessary infrastructure in place thus infrastructure readiness, but there was a lack of human resources preparedness for online pharmaceutical services. The majority of the pharmacies were engaged in providing some online services such as delivering drugs ordered over phone calls to clients. However, very few used websites and software applications to carry out transactions which are fundamental for the provision of online pharmaceutical services. Recommendation: Retail pharmacies should encourage and offer training to their staff in online pharmaceutical services so as to improve human resource readiness. The National Drug Authority should establish clear guidelines and standards for the delivery of online pharmaceutical services, addressing aspects of Technological Infrastructure and Human Resources.