The quality of dispensation of prescriptive medication from the patients' point of view

A cross-sectional survey investigated quality relevant aspects of the most common distribution channels (pharmacies, self-dispensing physicians) for p rescription drugs in Switzerland. A self-administered questionnaire focusin g on consumers' behaviour, perception and priorities regarding the process of dispensation of prescriptive medication was mailed to a random sample of 3000 patients, aged 18 years or older, with regular intake of prescriptive medication. Chi-square analysis was performed on 1058 responses. 60% of the respondents received their medication mainly or exclusively from pharmacies and 40% from self-dispensing physicians. In German-speaking Swi tzerland 53% of participants received their prescription drugs exclusively or mainly from self-dispensing physicians, compared to only 10% in the Fren ch-speaking area (p = 0.00). This distribution confirms the existing differ ences in regulation of self-dispensation in these regions. Most of the pati ents took 2-4 prescriptive drugs a day. The French Swiss received slightly moire prescriptive medication than the German Swiss (p = 0.05). 45% of the participants, especially women and people using a pharmacy, reported additi onal, usually occasional over-the-counter medication. Provision of technical information (41%), friendliness (19%), and the avail ability of drugs (19%) were valued most important when receiving prescripti on drugs and 96% of the participants were satisfied with the service. In co nsequence, the participants were strongly bound to their source of drug sup ply Some 80% received instructions for use there. However, only half were i nformed about the purpose of the medication, drugs' side effects, or possib le drug interactions. Physicians provided such information more often than pharmacy staff. This observation may be attributable to the double role pla yed by the self-dispensers, who provide medical care and at the same time h and out the drug. In conclusion, patients' satisfaction is achieved equally by both medicatio n channels. However, there is a need to improve counselling to ensure excel lence in the supply of drugs.