OBJECTIVES: It is recognized that during pandemics such as COVID-19, pharmacies often serve as the first point of contact for patients. They also help to reduce the workload of physicians by managing minor ailments. The aim of our study is to examine the pharmaceutical care provided by pharmacy employees during public health crises. This information could help inform future decisions regarding the restructuring of existing health services by governments, public health bodies, and policymakers. By understanding the role of pharmacies in such crises, we can better prepare for and respond to future public health emergencies, ensuring that patients receive timely and effective care.

METHODS: A survey involving 1308 pharmacy consumers in the Republic of Armenia utilized questionnaires based on standard WHO templates. Analyses were performed using the Statistical Package for the Social Sciences (SPSS) software (version 23.0).

RESULTS: The study revealed a significant proportion of self-medication during the COVID-19 pandemic, with only a small percentage of consumers (17%) consulting with pharmacists. Most consumers reported not receiving the necessary information about their medicines and health problems. The majority were not informed about proper drug usage and potential side effects. Additionally, most consumers (65%) did not trust pharmacists' recommendations, and only 29% were clearly satisfied with the responses from pharmacy employees.

CONCLUSIONS: Enhancing the professional knowledge of pharmacists about medicines and pharmaceutical care is crucial. This improvement will help rebuild consumer trust in pharmacists and minimize self-medication errors by ensuring accurate advice on medications during public health crises. Furthermore, it is essential to develop comprehensive pharmaceutical care protocols for minor ailments and establish national emergency drug formularies to effectively respond to pandemics.