Comparing Patient Satisfaction: Telepharmacy vs. In-Person Counseling

Abstract

Telepharmacy has moved from a rural access workaround to a mainstream channel for pharmaceutical counselling, yet evidence on whether it satisfies patients as well as face-to-face counselling remains fragmented. This study compared patient satisfaction between pharmacist-led telepharmacy counselling and conventional in-person counselling at a tertiary care teaching hospital in North India. A prospective comparative observational design enrolled 420 adult outpatients (210 telepharmacy, 210 in-person) between January and June 2025. Satisfaction was measured using a 20-item, five-domain instrument scored out of 100 (Cronbach's α = 0.89), supported by objective process measures and a 10-item medication comprehension test. Mean total satisfaction was significantly higher in the telepharmacy arm (82.4 ± 9.6) than the in-person arm (79.1 ± 10.3; mean difference 3.3, 95% CI 1.40–5.20; p = 0.001; d = 0.33). Telepharmacy outperformed on accessibility and waiting time, while in-person counselling scored higher on interpersonal empathy and perceived privacy. Multivariable regression identified counselling duration and digital literacy as independent predictors of satisfaction. The two modes are complementary rather than interchangeable.