Utilization of a community pharmacy-operated national drug information call center in Finland

Abstract

Background Provision of drug information has been identified as a key strategy to prevent adverse drug events; however, provision of drug information in face-to-face consultations between patients and health professionals is often suboptimal. Objective The objective of the study was to analyze and describe utilization of a community pharmacy-operated national drug information call center. The special focus was on calls concerning prescription drugs. Method Trained pharmacists (n = 20) recorded data from all telephone calls made to the Helsinki University Pharmacy drug information call center over a 1-week period by using a structured data collection instrument. Data of this cross-sectional study were quantitatively content-analyzed to compute descriptive statistics. Results Data were recorded for 2196 calls, 56% of which were drug-related. Of the drug-related calls, 79% were related to prescription drugs. The majority (83%) of these calls were therapeutic or pharmaceutical inquiries, with 26% concerning costs and reimbursements, 14% interactions, 14% dosages, and 11% adverse effects. Nervous system drugs (Anatomical Therapeutic Chemical [ATC] classification N), anti-infectives (J), and musculoskeletal drugs (M) accounted for 20%, 18%, and 13% of the calls, respectively. Nonsteroidal anti-inflammatory drugs (NSAID) (9% of the calls), antidepressants (6%), and penicillin (5%) were the most often inquired about ATC-subgroups. A majority (82%) of the callers were estimated to be between 20 and 60 years of age. Conclusion Consumers appear to have multiple unmet drug information needs. This may especially be the case for certain population groups, and in regard to nervous system drugs, anti-infectives and NSAID. Drug information call centers operated by community pharmacies could complement face-to-face information provided by health professionals.