Impact of the COVID-19 Pandemic on Community Pharmacy Services in New Zealand: A Repeated Cross-Sectional Best–Worst Scaling Analysis

TL;DR

This study analyzed how community pharmacies in New Zealand adapted their services during and after the pandemic, finding that prescription services remained key while vaccination interest dropped.

Contribution

The study uses repeated cross-sectional surveys and Best–Worst Scaling to assess changing consumer preferences in pharmacy services during the pandemic.

Findings

Prescription filling remained the most preferred pharmacy service.

Preference for vaccination declined post-pandemic.

Trust in pharmacists remained high despite cost barriers.

Abstract

Introduction: This repeated cross-sectional study examined community pharmacies in Aotearoa New Zealand and the services they provide, including retail, dispensing, and expanded scope services (e.g., minor ailment management). Methods: Two cross-sectional surveys were conducted in 2021 (n = 504) and 2023 (n = 1000). Both assessed demographics, service use, and perceptions of pharmacists. The 2021 survey focused on trust, approachability, and role awareness, while the 2023 survey added willingness to pay, telehealth use, and comparisons with other health professionals. Best–Worst Scaling and logistic regression quantified and compared preferences. Results: Prescription filling remained the most preferred service, while beauty product sales were least preferred. Preference for vaccination declined, indicating post-pandemic shifts in preventive care. Trust in pharmacists remained high, with strong comfort discussing health needs. Awareness of pharmacist roles improved slightly, though cost barriers persisted. Conclusions: Consumer priorities for prescription services remained stable, while interest in vaccination declined. The low preference for non-clinical retail activities suggests pharmacies should focus on health services. The high trust in pharmacists supports expanded clinical roles, but targeted policies and funding are needed to reduce cost barriers and enhance equitable access to primary healthcare.

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