¹Pfizer Pharma GmbH, Berlin, Germany

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Background: In recent years, it has become increasingly evident that the healthcare system faces numerous challenges. In particular, the shortage of medical professionals and the growing demand for modern working conditions - such as part-time models and remote work - are intensifying the pressure on primary care practices [1], [2], [3]. As a result, delays in patient care and unmet expectations are becoming more frequent, leading to missed opportunities for early disease detection and timely initiation of treatment. Patients may avoid seeking care due to long wait times in doctor’s offices contributing to underdiagnosis and delayed interventions. These circumstances underscore the urgent need for innovative, sustainable and patient-centered healthcare delivery models.

With the enactment of the Digital Act 2024, a legal framework has been established to offer assisted telemedical consultations in community pharmacies [4]. This model allows pharmacies to expand their key role in patient care by facilitating remote access to medical expertise through digital technologies, within the familiar and accessible environment of the local pharmacy.

Pharmacies play a pivotal role in patient education and triage. They frequently encounter situations where a medical evaluation is warranted, yet patients may be unable to promptly consult a general practitioner. Reasons may include limited mobility, geographical barriers, or an out-of-hour’s need [5], [6]. In such cases, assisted telemedical consultations offer low-threshold, effective alternative.

Pharmaceutical personnel are qualified to perform several routine medical tasks - such as point-of-care testing and blood pressure measurements [4], [7] – thereby expediting the diagnostic process. This highlights the feasibility and potential impact of assisted telemedical consultations, particularly given the substantial time currently spent in medical practices discussing test results. Empowering local pharmacies to conduct such consultations with their patients could enhance time-efficiency and support both doctors and patients in daily clinical practice.

In summary, assisted telemedical consultations offer substantial benefits for patients, pharmaceutical personnel, and the healthcare system at large [8], [9], [10]. Additionally, to alleviate the burden on general practices and emergency services, they facilitate earlier diagnosis and access to guideline-based therapies, ultimately improving patient outcomes.

The close interdisciplinary collaboration between pharmacists and physicians, combined with the strategic use of digital technologies, enhances healthcare delivery. Furthermore, this model reinforces the role of pharmacies as accessible, competent points of contact and contributes to the containment of infectious diseases.

As part of a nationwide initiative for COVID-19 prevention, an evaluation was conducted to assess the potential of pharmacies to raise patients’ awareness of the risks of severe disease progression, inform patients about available treatment options, and evaluate the impact of assisted telemedical consultation on COVID-19 care.

Materials and Methods: The project was conducted across Germany via an online questionnaire from January 22^nd to February 24^th, 2025. It was implemented by DAP, DeutschesApothekenPortal; an online platform for pharmacists in Germany, in collaboration with Pfizer. The initiative aimed to raise awareness among at-risk patients regarding severe infections, testing options and available treatments. Participating pharmacies received training and educational material covering topics such as risk factors, burden of disease, therapeutic options, and the concept of assisted telemedical consultation. The materials were provided as downloadable PDFs for both internal use and patient distribution.

Subsequently, an evaluation was conducted to assess the current level of awareness among high-risk patients regarding COVID-19 and to explore the perceived utility of assisted telemedical consultations. The survey included 10 yes-or-no and multiple-choice questions and was completed anonymously by participating pharmacy staff.

Respondents received 400 DAP points as a benefit for participating in the survey. The survey evaluation was conducted by the DAP and reviewed by Pfizer.

Results: A total of 653 individuals participated in the survey, with 501 completing it in full.

Pharmacy staff engaged in patient consultations regarding individual risk for severe COVID-19. Specifically, 70.3% of staff consulted 10–20 patients, 22.5% consulted 21–30 patients, and 7.2% spoke to more than 30 patients. Following the consultations, 57.6% of patients reported being unaware of their individual risk prior to the consultation. Pharmacy staff provided recommendations regarding testing and therapy options, leading 83.2% of patients to indicate they would opt for COVID-19 testing in the presence of cold symptoms. Additionally, 81.4% of the pharmacy staff expressed willingness to offer COVID-19 tests and/or multiplex rapid tests in their pharmacy in the future, contingent upon appropriate reimbursement.

Regarding therapeutic options, 56.0% of patients were unaware of the availability of antiviral COVID-19 therapies. Nevertheless, after receiving a recommendation from the pharmacy staff, 78.5% of patients stated they would discuss these options with their general practitioner.

With respect to assisted telemedical consultations, 62.5% of pharmacy staff indicated a willingness to implement such services in their pharmacy in the future, provided adequate compensation mechanisms are in place.

Most participants (63.7%) recognized a clear added value of assisted telemedical consultation for COVID-19 care. According to the majority respondents, high-risk patients who test positive via rapid COVID-19 testing should ideally either consult their local general practitioner (50.9%) or utilize assisted telemedical consultation services within the pharmacy setting (35.5%).

Conclusion: The findings underscore the critical role of pharmacies in delivering patient-centered care, particularly in the context of COVID-19. A large proportion of patients lacked awareness of their individual risk for severe COVID-19. Compared to a similar initiative in 2023, self-awareness declined by 7.2% in 2025, highlighting the ongoing need for targeted patient education. Pharmacy consultations were shown to significantly enhance awareness and prompt concrete actions, such as testing or initiating discussions about antiviral therapy options with their general practitioners.

The strong willingness of pharmacy staff to engage in testing and assisted telemedical consultations reflects their potential as active healthcare providers. Pharmacies not only inform but also help assess the need for a medical consultation, enabling early diagnosis and timely intervention. The high level of trust patients place in pharmacy staff forms a solid foundation for the implementation of innovative care models. Assisted telemedical consultation is widely perceived as a valuable tool, particularly for at-risk patients requiring prompt medical attention.

Pharmacies are evolving beyond their traditional role as dispensaries to become integral components of a modern, prevention-oriented healthcare system. The Digital Act provides the legal basis for innovative care approaches. To fully realize its potential, it is essential to support pharmacy staff through appropriate training, infrastructure, and reimbursement mechanisms. By identifying risk factors, offering testing options and recommending evidence-based therapies, pharmacies can play a pivotal role in preventing severe disease progression and improving patient outcomes.

Literatur

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