Patients’ views and experiences of the first community pharmacy-based medication therapy management clinic in the Middle East and North Africa (MENA): A qualitative study

Abstract

Objective: This qualitative study aimed to describe patients’ experiences of a community pharmacy (CP)–based medication therapy management program (MTM). Methods: Qualitative, semistructured, face-to-face interviews were conducted with a purposive sample of patients with uncontrolled diabetes who received care at a CP-based MTM clinic. Interviews were conducted in the MTM clinic of Health Kingdom CP in Riyadh City, Kingdom of Saudi Arabia by a research pharmacist using an interview guide. Data collection was continued until data saturation. All interviews were audiorecorded, transcribed verbatim, and analyzed thematically. Key findings: A total of 16 patients, of whom more than half were male, were interviewed between October 2021 and March 2022. The mean ± standard deviation age of the patients was 52.0 ± 8.9 years, whereas the mean number of years since the first diagnosis of diabetes was 11.2 ± 7.3 years. Three main themes emerged from the interviews: perceived benefits and outcomes of the program, factors driving positive patient experiences, and challenges and recommendations for enhancing MTM service. Generally, patients were satisfied with the quality of advanced care that they received at the clinic and recognized the importance of the pharmacist’s role. Furthermore, the program was perceived by patients as an opportunity to transition to a healthier lifestyle. Patients also highlighted a few barriers related to follow-up, such as accessibility, and issues with the service, such as long waiting times. Finally, there were some suggestions for patient improvement. These include expanding the clinic space, initiating educational and follow-up messages, and cooperating with other specialists as required. Conclusions: Patients received the MTM program very positively with noticeable health benefits. Barriers to effective follow-up and care should be addressed before implementing this service in wider community pharmacies in Saudi Arabia and beyond.