Assessing the digital transformation strategies in independent community pharmacies in South Africa

Abstract

The study assessed the digital transformation strategies in independent community pharmacies (ICPs) in South Africa. ICPs play a vital role in South Africa's primary healthcare system. However, there is limited research on how South African ICPs have adopted digital transformation and the specific challenges they encounter. The primary objective of this research was to assess the digital transformation strategies of ICPs in South Africa, including the extent of adoption and the types of digital technologies being used. Secondary objectives included identifying the challenges and barriers ICPs face and exploring the perceptions of pharmacy owners and managers regarding the benefits and risks of digitalisation. The research adopted a qualitative approach following a constructivist paradigm, using a multiple case study strategy. Data were collected through semi-structured interviews with ICP owners, managers, and pharmacists who were selected through purposive sampling across urban, semi-urban, and rural areas of South Africa. Data analysis involved thematic analysis using both inductive and deductive coding, guided by three theoretical frameworks: the technology acceptance model, diffusion of innovations theory, and the resource-based view. The findings revealed that digitalisation is now seen as essential for competitiveness. All participants used integrated systems linking dispensing, stock control, and point-of-sale functions, and relied on digital communication tools such as WhatsApp and email for patient engagement. The main benefits were improved efficiency, time savings, and better patient communication. Key barriers included financial constraints, limited digital confidence among staff, and regulatory restrictions. Analysis through the technology acceptance modelconfirmed that adoption largely depends on the perceived usefulness of technology, while the resource-based view indicated that the long-term advantage lies in staff's digital skills and a continuous learning culture. The study enhances the understanding of healthcare digitalisation in South Africa and offers practical guidance for supporting the sustainability and competitiveness of ICPs.