Background: To augment traditional sources of health information at a time of reduced accessibility, a free online telepharmacy service was developed during the COVID-19 pandemic. Objectives: This study details the process of developing and operating an online telepharmacy service, analyzes its usage, and assesses users' health information-seeking patterns. Methods: The service utilized various platforms for receiving and processing queries, communication, and promotion. Submissions received from March 20 to May 31, 2020 were processed for analysis. Parameters analyzed were time patterns of query submission, response time, service feedback, user and patient demographics, and subjects of inquiry. Results: A total of 271 queries were analyzed. Query frequency decreased over time, consistent with relaxation of quarantine restrictions and increasing availability of information. Peak hours of query influx were outside typical business hours. The majority of users were from the general public (93.8%) and preferred to receive responses through text (61.2%). The majority of users from the general public belonged to the 15- to 25-year-old age group (41.1%) and sought information for oneself. Most submissions mentioned COVID-related topics. From the general public, there was greatest interest in drug indications and vitamins, supplements, and herbal products, and from healthcare professionals, in drug procurement. Users who provided feedback (n = 12) all expressed satisfaction with the service and the information they received. Conclusion: Transition to the "new normal" entails adopting alternative platforms to augment traditional sources of health information. An online telepharmacy service may be utilized to provide and clarify medication information as part of primary care.
Keywords: COVID-19; drug information service; health information; primary health care; telehealth.