Patient-Centric Telehealth Pharmacy: An Investigation on Satisfaction, Trust, Loyalty, and Adherence

ABSTRACT

Background: The objective of this study was to assess the impact of telehealth pharmacy services on patient satisfaction, trust, and adherence in individuals with degenerative health diseases. Methods: This quantitative study, conducted from November 2022 to April 2023, involved the participation of 302 respondents who provided responses through a Likert scale-based questionnaire. To evaluate the impact of telehealth services, data were collected three months before and after the implementation of telehealth at Pharmacy X. Two sequential regression models were employed for analysis, and the statistical processing was conducted using R (version 2023.03.0). Results: In exploring patient loyalty factors, two sequential regression models were utilized. The first model assessed the impact of Quality Service on Adherence, Satisfaction, Trust, and Adherence itself, revealing a significant influence on Adherence (p < 0.05). However, its impact on Satisfaction, Trust, and Adherence lacked statistical significance. The second model examined the collective impact of Adherence, Satisfaction, Trust, and Adherence on patient loyalty. Trust emerged as a consistent and significant driver, while Adherence significantly influenced loyalty (p < 0.05). In contrast, Satisfaction did not significantly impact patient loyalty in this subset. It is noteworthy that Telehealth Pharmacy has significantly enhanced the impact of Quality Service on Adherence, Satisfaction, Trust, and Adherence (p<0.05). Conclusion: The sequential regression analysis unveiled critical insights into the factors. Trust emerged as a consistent and significant driver, while Adherence played a crucial role in fostering loyalty. These findings emphasize the nuanced dynamics that contribute to sustained commitment in this evolving healthcare landscape.

KEYWORDS

• telehealth pharmacy
• patient satisfaction
• adherence
• degenerative health diseases
• loyalty

Showing references and in-text citations exactly as published.

• DOI10.18549/PharmPract.2025.1.3068Copy

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