A qualitative study on pharmacists' perceptions about service innovation

Background: Expanded services provided at pharmacies show numerous improvements in health outcomes. However, attempts at implementing new services in pharmacies are met with several barriers, among which is the failure to update the pharmacist's role. Objective: This study aimed to explore pharmacists' perceptions about the role of pharmacies and the effects of, and barriers to, service expansion. Methods: Four focus groups were conducted with pharmacists from across Portugal, and an inductive content analysis was applied to the transcribed sessions. Results: The content analysis results were organized into three main categories: the Role of Pharmacy, Potentialities of Service Innovation, and Service Innovation. The results emphasize the importance of enhancing pharmacists' training, establishing supportive legal frameworks, prioritizing funding for technological advancements, promoting interprofessional collaboration, and embracing innovative practices to advance healthcare innovation and improve patient outcomes. Conclusions: The identification of several tasks indicates that, in pharmacists' perspectives, the Role of Pharmacy ranges from dispensing medication to aiding/monitoring patients at various stages of their health conditions. Expanded services were associated with several emergent Potentialities of Service Innovation, namely, enhancement of health outcomes and help to main healthcare facilities dealing with an increased number of patients. For Service Innovation, several factors emerged that need consideration, such as the conditions and the difficulties found associated with new service implementation. These pertain to pharmacists, legislation, and resources.