Exploring the pharmacist role and challenges during COVID-19 pandemic in the public healthcare setting: A qualitative study

Background: Pharmacists working in the Public Health Center (PHC) setting are at the frontline response and often have to adapt to the COVID-19 crisis. However, there is a deficit of studies examining their roles and challenges regarding providing pharmaceutical care and how they adapt to the COVID-19 situation in Indonesia. Objective: This study aims to explore the views and experiences of pharmacists in the PHC during the COVID-19 pandemic. Methods: Four Focus Group Discussions (FGDs) involving 40 PHC pharmacists working in Surabaya were conducted in May 2021. The FGDs were audio recorded, transcribed verbatim and subsequently analysed for any emerging theme. Results: Most participants viewed that the restriction of face-to-face interaction hampered the provision of pharmaceutical care in the PHC. Protective equipment and partition screens during patient visits have challenged pharmacists to communicate effectively. Services such as direct one-on-one drug information and patient counselling were still provided, often facilitated with written aids, but for a limited time, providing opportunities for pharmacists to deliver messages through WhatsApp and telephone. Conclusion: The COVID-19 pandemic significantly impacted pharmaceutical service delivery in PHC. However, it has preserved the important role of pharmacists to ensure safe and quality services, particularly with the presence of the COVID-19 vaccination programme.