Most of the Finnish pharmacy customers were familiar with the national online service, My Kanta, for viewing ePrescriptions. Service users perceived it as easy to use and beneficial in managing their overall medication. Customers under 75, those educated beyond basic school, those using prescription medicines regularly, and those who had obtained sufficient information about ePrescriptions were most likely to be familiar with My Kanta. Men and customers under 75 were the typical users of the service. Some customers, however, were unaware of the service, or unable or reluctant to use it.

BackgroundOne of the forerunners in electronic health, Finland has introduced electronic prescriptions (ePrescriptions) nationwide by law. This has led to significant changes for pharmacy customers. Despite the worldwide ambition to develop ePrescription services, there are few reports of nationally adopted systems and particularly on the experiences of pharmacy customers.ObjectiveThe aim of this study was to investigate Finnish pharmacy customers’ (1) experiences with purchasing medicines with ePrescriptions; (2) experiences with renewing ePrescriptions and acting on behalf of someone else at the pharmacy; (3) ways in which customers keep up to date with their ePrescriptions; and (4) overall satisfaction with ePrescriptions.MethodsQuestionnaires were distributed to 2913 pharmacy customers aged ≥18 years purchasing prescription medicines for themselves with an ePrescription in 18 community pharmacies across Finland in autumn 2015. Customers’ experiences were explored with 10 structured questions. The data were stored in SPSS for Windows and subjected to descriptive analysis, chi-square, Fisher exact, Kolmogorov-Smirnov, the Mann-Whitney U, and Kruskal-Wallis tests.ResultsCompleted questionnaires were returned by 1288 customers, a response rate of 44.19% (1288/2913). The majority of the respondents did not encounter any problems during pharmacy visits (1161/1278, 90.85%) and were informed about the current status of their ePrescriptions after their medication was dispensed (1013/1276, 79.44%). Over half of the respondents had usually received a patient instruction sheet from their physician (752/1255, 59.92%), and nearly all of them regarded its content as clear (711/724, 98.2%). Half of the respondents had renewed their ePrescriptions through the pharmacy (645/1281, 50.35%), and one-third of them had acted on behalf of someone else with ePrescriptions (432/1280, 33.75%). Problems were rarely encountered in the renewal process (49/628, 7.8%) or when acting on behalf of another person (25/418, 6.0%) at the pharmacy. The most common way of keeping up to date with ePrescriptions was to ask at the pharmacy (631/1278, 49.37%). The vast majority of the respondents were satisfied with ePrescriptions as a whole (1221/1274, 95.84%).ConclusionsFinnish pharmacy customers are satisfied with the recently implemented nationwide ePrescription system. They seldom have any difficulties purchasing medicines, renewing their ePrescriptions, or acting on behalf of someone else at the pharmacy. Customers usually keep up to date with their ePrescriptions by asking at the pharmacy. However, some customers are unaware of the practices or have difficulty keeping up to date with the status of their ePrescriptions. The provision of relevant information and assistance by health care professionals is therefore required to promote customers’ adoption of the ePrescription system.

Background: Generic substitution (GS) was introduced in Finland in 2003 and supplemented with a reference price system (RPS) in 2009. Patients play a vital role in the acceptance of GS and the use of less expensive generic medicines. The objective of this study was to explore Finnish pharmacy customers' experience with allowing and refusing GS. Specific aims were to investigate the reasons for (1) allowing and (2) refusing GS and (3) to determine the prescription medicine-related factors influencing the customer's choice of an interchangeable prescription medicine. Methods: A questionnaire survey was conducted in February 2018. Questionnaires were handed out from 18 community pharmacies across Finland to customers ≥18 years who purchased for themselves a prescription medicine included in the RPS. A descriptive approach was used in the analysis using frequencies, the Chi-square test and Fisher's exact test. Results: The final study material consisted of 1043 questionnaires (response rate 40.0%). Of the customers, 47.9% had both allowed and refused GS, 41.2% had only allowed GS and 6.0% had only refused GS. Customers had allowed GS because they wanted to lower their medicine expenses (75.5%), or because the prescribed medicine (30.8%) or medicine they had used before (27.4%) was unavailable at the pharmacy. The main reasons for refusing GS were an insignificant price difference between interchangeable medicines (63.3%) and satisfaction with the medicine used before (60.2%). The main factors influencing customers' choice of an interchangeable prescription medicine were price (81.1%), familiarity (38.4%) and availability (32.8%). Customers who had allowed GS chose the medicine based on price. Customers who had only refused GS appreciated familiarity more than the price of the medicine. Conclusions: GS is a common practice in Finnish community pharmacies. The price of the medicine was the most important factor affecting customers' decision to allow or refuse GS and the choice of an interchangeable prescription medicine. Thus, customers should receive information about medicine prices at the pharmacy in order to help them make their decision. However, individual needs should also be taken into account in counselling because customers regard several factors as important in their choice of an interchangeable medicine.

Objectives A nationwide patient portal (My Kanta) for viewing electronic prescriptions and health data has been phased in since 2010 in Finland. This study aimed to study how commonly Finnish pharmacy customers use My Kanta, the factors related to My Kanta use, the main reasons for non‐use and how non‐users would like to monitor their medication and health information. Methods A survey was conducted among adult pharmacy customers purchasing prescription medicines for themselves or for their child <18 years. Questionnaires (N = 2866) were distributed from 18 pharmacies across Finland. Open‐ended questions were analysed qualitatively. Quantitative analyses included frequencies, Chi‐square tests, Fisher's exact tests, t‐tests and logistic regression analysis. Key findings In total, 994 (34.7%) questionnaires were included. Most (82.5%) adult pharmacy customers used My Kanta. Use of the service was associated with use of the internet to search for health‐related information (OR: 8.82, 95% CI: 4.65‒16.74), active internet use (OR: 7.30, 95 %: CI 3.54‒15.08), living in Northern (OR: 4.35, 95% CI: 1.75‒10.82) or Eastern (OR: 3.25, 95% CI: 1.41‒7.48) parts of Finland, and the increasing number of currently used regular prescription medicines (OR: 1.16, 95% CI: 1.01‒1.34). The main reasons for non‐use were lack of need and tools. Non‐users reported physician/health centres and pharmacies as their preferred sources of medication and health information. Conclusions Most Finnish pharmacy customers use the My Kanta nationwide patient portal. The strongest predictors for use are factors related to internet use. Some pharmacy customers do not use My Kanta despite having the necessary means. The main reason for non‐use is a lack of need. Customers unable to use My Kanta want to monitor their medication and health information via healthcare professionals.

Objectives To investigate (1) what Finnish pharmacy customers have learned about the implemented electronic prescriptions (e‐prescriptions), (2) from whom or where have they learned about them, (3) whether they are satisfied with the information received and if not, (4) what more information they would like. Methods We surveyed 1288 (44%) pharmacy customers aged ≥18 years collecting medicines for themselves with e‐prescriptions in 18 pharmacies across Finland in 2015. Descriptive analysis, chi‐square and Fisher's exact tests were used in the analysis. Key findings Nearly all respondents had received information about e‐prescriptions (97%). A physician (67%) and a pharmacy (53%) were the most common information sources. The vast majority of the respondents had learned about how to purchase medicines with an e‐prescription (86%). Most of them had also received information about the benefits of e‐prescriptions (59%) and how they can view their e‐prescriptions on a computer (58%). The majority of pharmacy customers felt they had received sufficient information on e‐prescriptions (83%). Those dissatisfied with the information received asked for more information about how e‐prescriptions are protected against misuse (47%) and who can view their e‐prescriptions (44%). Conclusions Most Finnish pharmacy customers have learned how to use e‐prescriptions, what their benefits are and how to view e‐prescriptions on a computer. The information is generally obtained from physicians and pharmacies. Information needs concern data protection and data security. Customers are mainly satisfied with the information received. However, their knowledge only partly meets the national requirements on the information they should be provided with.