Presentation (CTI)

OBJECTIVES: The National Health Security Office (NHSO), in collaboration with the Pharmacy Council of Thailand, has implemented "Primary Pharmacy Care" services, enabling community pharmacists to provide care for Univesal Health Coverage (UHC) with common illnesses. Beneficiaries can consult pharmacists and receive medications at participating pharmacies free of charge, regardless of their registered location. While this new Common Illness Pharmacy model has been operational for sometime, there has been no study examining patient journey mapping, service delivery challenges, and development of healthcare service guidelines tailored to public health needs. This study aims to explore patient journey mapping for common illness care services at community pharmacies.
METHODS: This qualitative research study employed in-depth interviews with patients seeking care for common illnesses and pharmacists working at participating Common Illness model pharmacies across six study areas: Bangkok and its metropolitan region, Chiang Mai, Udon Thani, Sukhothai, Sa Kaeo, and Yala. Data were analyzed using content analysis.
RESULTS: The findings revealed the positive reception from both patients and pharmacists suggests the program's potential for addressing minor healthcare needs while reducing burden on hospital outpatient departments. However, the identified challenges, particularly regarding patient understanding and technical infrastructure, indicate areas requiring attention for program optimization. The pharmacists' emphasis on honesty as a sustainability factor underscores the importance of maintaining program integrity. Future policy considerations should focus on expanding insurance coverage, strengthening management systems, and enhancing technological infrastructure to support this community-based healthcare initiative. These findings provide valuable insights for policymakers and healthcare administrators in refining and scaling similar primary care pharmacy services.
CONCLUSIONS: This study demonstrates that the Common Illness Pharmacy model represents a promising approach to expanding healthcare accessibility through community pharmacies. The patient journey mapping revealed multiple pathways which patients access these services, highlighting the importance of diverse communication channels in program awareness.