User experience with the Ask Your Pharmacist teleconsultation platform.

BACKGROUND: An increasing number of pharmacists use technology and social media to connect with patients. However, such means may pose confidentiality issues and legal problems. To correct this situation, a platform of teleconsultation services provided by pharmacists, titled "Ask Your Pharmacist," was created in Quebec, Canada. METHODS: A web-based satisfaction survey was carried out among patients and pharmacists who have used the Ask Your Pharmacist platform to describe their experience and satisfaction with the platform and explore the perceived usefulness of this service in the province of Quebec. RESULTS: A total of 53 patients and 27 pharmacists completed the survey. Most patients were satisfied or very satisfied with their experience with Ask Your Pharmacist (96.2%), said that it met their need (88.7%), and agreed they would not have to consult again about the matter discussed with the pharmacist (75.5%). The main motivation of pharmacists for volunteering on Ask Your Pharmacist was to meet the needs of patients (85.1%), promote their profession (55.6%), improve drug utilization in the population (55.6%) and increase accessibility to a pharmacist (51.9%). Most (81.5%) felt that providing written consultation (rather than oral) required more research on their part. DISCUSSION: Most patients judged they would not have to have another consultation about the matter discussed with the pharmacist, suggesting that Ask Your Pharmacist may avoid the need for physician and emergency department visits. CONCLUSION: Most patients and pharmacists were satisfied with their experience with Ask Your Pharmacist and perceived this service as useful. Further studies should assess the impact of this platform on the utilization of other health care services. Can Pharm J (Ott) 2021;154:xx-xx.

Implementing a mental health app library in primary care: A feasibility study.

Confronted with a wide range of digital health tools (DHT), professionals and patients need guidance to use these tools correctly and optimize health management. In the fall of 2020, a DHT library developed by Quebec-based company TherAppX was implemented in 22 institutions. The library was designed to enable healthcare professionals to use DHT in clinical care. The purpose of the current study was to assess the feasibility of implementing the library, including user experience, changes in DHT recommendation habits, and factors that helped or hindered the implementation process. A multi-methods design focusing on secondary use of quantitative data collected by TherAppX and semi-structured interviews with users was employed. While the quantitative analyses indicated infrequent use of the library, qualitative analyses highlighted several factors that hindered its implementation, including certain library and user characteristics and the unprecedented context of the COVID-19 pandemic. Nevertheless, the quantitative analyses confirmed interest in DHT and their usefulness during follow-ups. The results revealed a marginally significant pre-post changes in the frequency with which DHT were recommended. This study helped identify areas for improvements and indicates that further evaluation is needed. Future implementations would benefit from ensuring optimal conditions for a successful implementation.

Evidence of User-Expert Gaps in Health App Ratings and Implications for Practice.

Searching the commercial Google Play Store and App Store is one of the most common strategies for discovering mobile applications for digital health, both among consumers and healthcare professionals. However, several studies have suggested a possible mismatch between this strategy and the objective of finding apps in physical and mental health that are both clinically relevant and reliable from a privacy standpoint. This study provides direct evidence of a gap between the five-star user rating system and expert ratings from a curated library of over 1,200 apps that cover both physical and mental health. An objective metric is derived to assess the strength of the user-expert gap for each app, which in turn allows identifying missed opportunities-low user ratings and high expert ratings-and overrated apps-high user ratings and low expert ratings. Implications for practice and care delivery are discussed.

Experience and perspectives of users and non-users of the Ask your pharmacist teleconsultation platform.

Background: There is a growing trend concerning the use of information and communication technologies (ICT) for seeking health-related information such as information on medications and side effects. However, people looking online for health information cannot always judge the credibility of the information. Objectives: This study aimed to describe patients' and pharmacists' experience using an asynchronous teleconsultation platform entitled "Ask Your Pharmacist" (AYP) and gather their perspectives and those of various healthcare and social services professionals providing primary care. Methods: We performed semi-structured individual interviews over the telephone with patients having used the platform, pharmacists providing teleconsultation services on the platform, and various professionals delivering healthcare and psychosocial services to ambulatory patients. The questions explored specific themes, such as the perceived utility and impacts of the platform. We transcribed the interviews and performed a content analysis. Results: We interviewed eight patients, six AYP pharmacists, and 15 healthcare and social services professionals. Participants perceived that the platform was simple to use and accessible. They also perceived that AYP promoted the visibility and the value of pharmacists' services. Some constraints were also shared, notably regarding questions requiring immediate attention or about complex situations. Conclusions: The experience and perspectives of users and non-users of the AYP platform are mostly positive, but concerns were also raised regarding patients' safety. Results suggest that AYP could be a complementary tool to offer to ambulatory patients for simple, general and non-urgent problems.