Innovation in internet plus pharmaceutical services model in the health 4.0 context: Evidence from a repeated cross-sectional study

With the gradual instituted of the separation of dispensing from prescribing policy and the rise of online drug purchasing, an internet plus pharmaceutical services (IPPS) model has emerged. To explore its value, we conducted a repeated cross-sectional study in a regional central pharmacy and a tertiary comprehensive hospital, from October 2016 to December 2020. The study collected over 270 thousand outpatient prescriptions using the IPPS model and >2.4 million outpatient prescriptions using the traditional pharmaceutical services (TPS) model during the same time period, for a total of 17 quarters. Benefits for service providers and recipients were assessed and analyzed using indicators such as satisfaction, waiting time, and service quality. Results showed that the adoption rate of the IPPS model increased rapidly with higher patient satisfaction than the TPS model (99.1 % vs. 96.6 %, P < 0.001). Using the IPPS model, 20.8 min of waiting time can be saved for each outpatient, resulting in a total time cost savings of 166 million CNY. The IPPS model demonstrates significant advantages over the TPS model in terms of improving patient satisfaction and reducing waiting times, while meeting the safety, quality, efficiency and effectiveness requirements of the pharmaceutical services industry in the long term. • This study is among the first to explore the IPPS model, evaluating its value for both service providers and recipients. • The IPPS model demonstrates advantages over the traditional model, improving patient satisfaction and reducing waiting times. • The IPPS model meets long-term needs for safety, quality, efficiency, and effectiveness, showcasing its adoption potential.