Presenter:
Fong Chan
Authors:
Fong Chan, Priya Bains, James McCormack, Aaron Sha
Poster Abstract:
Learning Objectives
1. Analyze Google Reviews before and after the COVID-19 restrictions in BC.
2. Better understand challenges and opportunities for community pharmacy teams.
The COVID-19 pandemic impacted community pharmacies as they faced unprecedented challenges in providing patient care. Online reviews became one way in which patients could comment on their satisfaction with the services offered from their local pharmacies. We analyzed Google Reviews collected before and after the COVID-19 restrictions to better understand challenges and opportunities for community pharmacy teams.
Google Reviews were scraped via Outscraper and two researchers independently analyzed each review. We found that 75% of comments were positive before the COVID-19 restrictions compared to 69% after the COVID-19 restrictions. Counter-side manners were the most frequent discussion meaning reviewers found counter-side manners as the most noticeable aspect of their pharmacy experience. Less than 2% of all comments included pharmacist scope of practice meaning reviewers did not use this service or find the service noteworthy. This research can guild pharmacy practice to improve counter-side training provided to staff and focus on the opportunity to advertise and better utilize our expanded scope. Furthermore, we found 75% of comments regarding COVID-19 prevention measures, vaccine and testing were positive. Negative reviews mentioned vaccine availability issues (31%), testing availability (24%) and prevention measures (12%). This highlights the positive impact community pharmacies made during the pandemic and that reviewers had a negative experience when they were unable to access COVID-19 care at their local pharmacy.
Key words: Pharmacy Reviews, Patient Care, Provider Opportunities
