Patients’ perceptions and experiences of community pharmacy services: opportunities for primary healthcare integration

Abstract Introduction Community pharmacies are a highly accessible source of medicines and healthcare advice in many societies, yet their role within the wider health system remains underutilised.1 Leveraging the accessibility and capacity of community pharmacies offer a viable strategy to strengthen primary healthcare (PHC) delivery, improve health service utilisation, and promote equitable access to quality healthcare.2 Understanding patients’ experiences and perspectives of community pharmacy services is essential to inform strategies for integrating these facilities into PHC framework and strengthening health systems. Aim To explore patients’ perceptions and experiences of community pharmacy services and identify barriers and facilitators to the provision of these services that could inform strategies for integrating community pharmacies into the PHC system. Methods This was a qualitative study involving adult clients accessing services at purposively selected (based on accessibility and service provision) community pharmacies located within the metropolitan area of Kaduna State, Nigeria. Eligible participants were those able to communicate in English and willing to participate. Participants were recruited on-site while visiting the community pharmacies. While some participants opted for immediate on-site interviews, others preferred scheduled phone interviews. Semi-structured interviews, using a topic guide developed from literature and expert input, were conducted and audio-recorded with consent of the participants. Transcripts were analysed thematically to identify key themes and subthemes. Results Fifteen participants (5 females, 10 males; age range 22–55 years) were interviewed. Three main themes emerged. Theme 1: Perceptions of community pharmacy roles. Participants described their utilisation of community pharmacy services and valued community pharmacists’ contributions to health promotion and disease prevention e.g. ‘The availability of health screening services like blood pressure checks was very helpful… early signs of illness were detected and managed well’ (P11). Theme 2: Patient/client experiences regarding quality of care, accessibility, privacy, and strong pharmacist-patient relationships e.g. ‘the pharmacy is closer to me than the hospital… it is the first point for treatment during emergencies, except in situations where I need further investigations, then I have to go to the hospital’ (P03). Theme 3: Factors influencing service delivery, with points raised regarding location, pharmacists’ skills and training, opening hours, and availability of additional services e.g. ‘Community pharmacies can help by creating public awareness on preventive measures of certain diseases and also they should be equipped with devices which would be useful in monitoring and managing of illnesses’ (P07). Overall, participants recognised community pharmacies as accessible, trusted providers, though noted gaps in service hours, staffing, and awareness of available services. Conclusion Community pharmacies contribute significantly to healthcare delivery. However, improvements are needed in service availability, staffing, and patient awareness. This study provides a key strength by offering rich, contextual insights into patient experiences, but is limited by its small sample and focus on a few community pharmacies located within the metropolitan part of the State. Findings from this study show that community pharmacies already function as accessible first points of care, indicating strong potential for their formal integration into Nigeria’s PHC system.