I det moderna samhället används mer och mer den digitala tekniken inom olika områden. Apoteksmarknaden i Svergie har genomgått en stor förändring efter omregleringen 2009 bl.a utveckling av e-handel. Apotekens e-handel bör uppfylla läkemedelsverkets krav när det gäller patientens säkerhet och kvalitet. Syftet med examensarbetet var att undersöka hur kunder får läkemedelsinformation och rådgivning vid e-handel. Denna studie inriktades på att frågeformulär i form av enkäter delades ut till apotekskunder vid olika tillfälle och även en representant från varje apotekskedja kontaktades. Resultatet visade att kundens upplevelser stämmer överens med farmaceutens uppfattning angående digital information och rådgivning. Det gäller all information om läkemedel, generikautbyte, avvikelsehantering samt upplevelse av att handla online. Totalt deltog 267 deltagare varav 102 deltagare (38,8 %) handlade receptbelagda läkemedel via e-handel. Resultat av e-handels kunders uppfattning visade att behovet av läkemedelsinformation är uppfyllda och att de har bra upplevelse av informationen som erbjuds av apoteks e-tjänster. Resultat av farmaceutens uppfattning visade att e-handel har några fördelar och nackdelar, e-handels kunder erbjuds rådgivning via olika e-tjänster samt farmaceutens roll inom e-handel har stora utmaningar vad gäller läkemedelsinformation. Slutsatsen av studien var att apotekens e-handel är nytt i samhälle och det kommer att ta tid tills kunder vänjer sig och acceptera konceptet men att e-handels kunders antal ökar varje år. Det finns fortfarande begränsningar när det gäller läkemedels leverans av narkotikaklassadeläkemedel och kylprodukter men det är något som är en ambition att utveckla hos många apotekskedjor. / Background: Of the 28 member states of the European Union, Sweden is one of the most digitalized countries. The use of the new digital technology also facilitates communication between companies and customers in different areas of the market and there is an increase in pharmacy sales and e-commerce development. The Swedish online pharmacies should provide its customers with the equivalent medical information and counseling as the one received from the clinical pharmacies. Aim: The purpose of this study was to investigate how drug information and advice is conveid to pharmacy customers who have purchased their medication through e-commerce services. This study focused on examining customers 'experiences and perceptions as well as assesing the perception of three pharmacists about the customer's need for drug information and e-commerce counseling. Material and method: A cross-sectional study was conducted during the period (2020-01-27 to 2020-02-28). Questionnaires were distributed to pharmacy customers on different occasions. Survey questions to customers were formulated in a way that the reader can understand the question and answer easily by picking alternative answers. Three representative for each chain answered the survey questions by email or by interview. Results: A total of 267 people participated in the study, of which 102 participants (38.2%) bought prescription drugs from the pharmacy website or app. In the study, the majority who answered the questionnaire were women between 29-39 years old. The responses regarding the experience of shopping via pharmacy's online store stated that: 57.8% that it was very good, 40.2% that it is good, 2% that it is bad and 0% very bad experience. According to the responses from the pharmacists the e-customers adquired drug information and advice through various e-services. Discussion: The purpose of this study was to understand the customer's need for information and advice at e-commerce pharmacies both from the customer's perspective and the pharmacist's perspective. Results from e-customers showed that the need for drug information is met, and that they had good experience and were satisfied with the information offered by pharmacy's e-services. Conclusion: It is important to develop and improve the availability of drug information and to prepare customers with all the knowledge required to achieve optimal drug use and drug treatment. In this study showed that customer’s need for information and advice about medicines, generic exchange, deviation management and experience of shopping drugs online matched the customer's and the pharmacist's opinion and expectations.There are still limitations when it comes to drug delivery of narcotic drugs and refrigerants, which is an ambition of many pharmacy chains to develop.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:lnu-95220 |
| Date | January 2020 |
| Creators | Darwish Adel, Riim |
| Publisher | Linnéuniversitetet, Institutionen för kemi och biomedicin (KOB) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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