Clients' satisfaction regarding pharmacists’ clerking, physical examination, counseling and resulting informed decisions alongside recommendations/prescribing in community pharmacy

Abstract

This study assessed client perceptions and satisfaction with pharmacists’ roles in clinicalservices, particularly clerking, physical examination, counseling and the impact on informedhealthcare decision-making. A total of 735 clients participated, with the majority aged 31–50years (50%) and a slightly higher proportion of females (56%) than males (44%). Mostrespondents had tertiary education (60%). Over half of the clients (55%) reported consultingpharmacists at least monthly, while 30% did so only when prescribed medications, and 15%had never consulted a pharmacist prior to the study. Satisfaction levels were generallypositive. Approximately 68% of clients were satisfied with pharmacists' history-taking, and60% expressed satisfaction with physical examination skills. Notably, 72% of respondentsfelt that pharmacists' assessments improved their ability to make informed health decisions.Specific areas of satisfaction included identification of drug-related problems (82%),provision of clear medication guidance (75%), and effective recommendation of over-the-counter (OTC) therapies (66%). Despite this, some clients expressed reservations regardingphysical examinations: 40% were uncertain about the appropriateness of pharmacistsperforming such assessments, and 25% were uncomfortable with procedures like bloodpressure checks and palpation. Importantly, clients who received clerking and examinationservices from pharmacists were significantly more confident in their medication use (p <0.05). Additionally, regular pharmacist consultations were associated with a 30% higheradherence rate to prescribed therapies compared to those who rarely engaged pharmacists.These findings highlight the evolving role of pharmacists in patient-centered care andunderscore the value of their clinical contributions in community pharmacy settings.