Consumer behavior towards pharmaceutical services: a scoping review

Abstract

The present study aimed to map the evidence on consumer’s behavior towards pharmaceutical services. A scoping review based on the PCC (Population, Concept, and Context) mnemonic was conducted in Pubmed, Scopus and Web of Science. Population included consumers of pharmaceutical services, the concept referred to marketing/consumer behavior and the context to pharmaceutical services. Electronic searches were held on December 2019. Studies published in non-roman characters were excluded. A qualitative synthesis of the data extracted from included studies (i.e. author, country, study design, aims, patient/consumer profile, pharmaceutical services, marketing strategy, data analysis, conclusion) was performed. Electronic searches retrieved 1,215 articles that were screened by titles and abstracts. Of these, 31 studies were fully appraised, of which five fulfilled the inclusion criteria. One record was identified through manual search, totaling six included articles. All studies occurred within the scope of community pharmacy. The studies show that most consumers seek pharmacist’s orientation regarding over-the-counter drugs. Also, despite the expectations concerning pharmaceutical services, consumers exhibit distrust in pharmacists’ competence, which may hamper the seeking for pharmaceutical services. Hence, a marketing plan involving the knowledge of consumer's value along with the recognition of the consumer needs should be considered. Through this scoping review the available evidence on consumer’s behavior towards pharmaceutical services was mapped, elucidating consumer’s perceptions that motivate or prevent the seek for such services in the context of community pharmacies.

Autoatención y automedicación: reflexiones y retos desde la ontología del ser social

“…Así, la salud no solo deja de ser un derecho (aunque nunca lo fue, al menos, en la práctica), sino que se reafi rma como un bien de consumo. Acerca de las teorías de consumo aplicadas al campo de la automedicación, es posible encontrar abordajes que buscan explicar las motivaciones en torno a los consumidores de medicamentos; en algunos casos, da por resultado una búsqueda inmediata de salud y/o alivio de un padecimiento (Ansari, 2018;Lobo & Woranovicz, 2020). Algunos de los factores vinculados al proceso del (auto)consumo de medicamentos incluyen la disponibilidad, la apariencia, el análisis de las actitudes de los consumidores, el aumento o la baja en el gasto familiar en temáticas de salud, los esquemas de fi delización de las farmacias, los servicios de valor agregado, la expansión en las localidades urbanas y rurales, la incursión de algunos gobiernos en las ventas asociadas a la industria farmacéutica y los comerciantes mayoritarios y minoritarios que en muchos casos organizan cadenas de farmacias (Ansari, 2018;Hartney, 2021).…”