Association of COVID-19 Policy Stringency on Patient Satisfaction with Community Pharmacy in China: A Cross-sectional Standardized Patient Study

Abstract

Background: Community pharmacy services play a crucial role in China's primary healthcare system. However, the COVID-19 pandemic has introduced unprecedented challenges. Assessing the impact of COVID-19 closure policies on patient satisfaction and evaluating the underlying mechanisms are essential for enhancing the quality of pharmacy services. Methods: Cross-sectional study conducted from April 2021 to September 2022, using an unannounced standardized patient approach in community pharmacies across China. Patient satisfaction measured using validated tools, with closure policies related to COVID-19 as the primary exposure variable. Results: The study included 1,076 eligible visits sample of community pharmacies and patients. Results indicated that stricter closure policies had a significant negative impact on patient satisfaction (β = −0.18, p = 0.019). This negative effect may be attributed to worsened accessibility (β = -0.12, p = 0.019) and capability of pharmaceutical service providers (β = -0.17, p = 0.002). Subgroup analyses further demonstrated a negative correlation between stricter closure policies and lower satisfaction levels with regard to accessibility (β = -0.38, p = 0.036), capability (β = -0.37, p = 0.089), and communication (β = -0.34, p = 0.095). Conclusions: COVID-19 closure policies in China have adverse consequences for the quality of pharmacy services. These findings highlight the urgency of addressing abrupt infectious diseases or public health emergencies. Enhancing access to pharmacy services and improving the capability of providers are critical strategies to ensure an effective response to sudden public health crises.