Abstract
Value-added services (VAS) have been implemented in primary and tertiary care in Malaysia to improve patients’ accessibility to their follow-up medication supplies. Previous studies on VAS have evaluated patient satisfaction and waiting time, but none have investigated the effects of VAS on adherence to refills and medications. This study aimed to compare medication and refill adherence scores between patients with type 2 diabetes mellitus (T2DM) using the Conventional Counter Service (CCS) and Telephone and Collect (TC 12 items). Data were analysed using Statistical Package for the Social Sciences (SPSS®) software version 24. A total of 112 respondents from CCS and 100 respondents from the T&C group participated in the survey. The T&C group had significantly better (i.e. lower) mean ARMS total and subscale scores than the CCS group. Patients who were retired, had shorter travel distances to their pharmacy and who assigned someone else to collect their medication had significantly better adherence. Pharmacy VAS could be an effective option in improving adherence to medications and refills in patients with T2DM. Further research is needed to assess its generalizability to other chronic diseases and to various types of healthcare settings in Malaysia.
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