OBJECTIVES: During the current pandemic, it is recognised that pharmacies will often be the first point of contact with the health system for individuals with COVID-19 related health concerns or who require reliable information and advice. It is also important in the midst of the current public health crisis to reduce general practitioners’ (GP) minor ailment-related workload.

The aim of our study is to examine the problems in the midst of public health crisis of the current magnitude with the roles and activities of pharmacists. This information could help to inform future decisions about the restructuring of existing health services by governments, public health bodies and policy makers in response to public health crises such as COVID-19.

METHODS: The study was carried out among 384 consumers using pharmacy in the regions of Armenia and Yerevan. Research instrument was questionnaire. Number of questionnaires distribution was determined by The Survey System Version 11.0. Analyses were performed using Statistical Package for the Social Sciences (SPSS) software (version 12.0).

RESULTS: During the study it becomes clear that very few percentage of consumers (17%) consulted by a pharmacy employees. Most of them don’t get the necessary information from the pharmacy employee about medicine. Only 29 % of consumers are clearly satisfied with the answers of a pharmacy employee and 26% fully trust them.

CONCLUSIONS: Steps should be taken for improving the professional knowledge of pharmacists about medicines and pharmaceutical care, which, in turn, can restore consumer trust in them, will help avoid self-medication errors by providing advice on medicines in response to public health crises such as COVID-19. There is a need to develop pharmaceutical care algorithms for minor ailments, national emergency drug formularies for COVID-19.