Analyzing the Implementation of Remote Consultation in Online Pharmacies

Abstract

Introduction. Digital technologies have been increasingly integrated into the pharmaceutical industry, particularly in enhancing the accessibility of pharmaceutical care. Remote pharmaceutical counseling has emerged as a key service within online pharmacy platforms. Objective: considering the growing utilization of online pharmacy services in Russia, this study aims to evaluate the adherence of these services to the recommended standards of pharmaceutical counseling. Materials and methods. The investigation was conducted across eight online pharmacies that offer consultations via their websites and/or mobile applications. To address the study's objective, three distinct scenarios were devised. The first of the scenarios did not contain specific characteristics of the client, the second involved a pediatric case, and the third a pregnancy-related inquiry. A trained «secret shopper» posed as a client to evaluate the counseling sessions. Results. The study found that in 56.3% of consultations, information about the recommended products was not provided, either in the form of a direct link to a webpage with medical usage instructions or as a written explanation. Clarifications regarding prescriptions, symptoms, other health conditions, or concurrent medication usage were absent in all consultations. However, details such as the child's age and the stage of pregnancy were confirmed in 93.8% and 50% of the cases, respectively. Conclusion. The analysis indicates a lack of standardized structure in online pharmaceutical consultations. It was noted that professionals do not consistently consider crucial aspects of pharmaceutical counseling that are important to the effectiveness of pharmaceutical care.