Characteristics of online medication consultation from home-based patients on a tertiary hospital WeChat platform: a cross-sectional study

BACKGROUND Amidst the rapid digital transformation of healthcare, internet hospitals have catalyzed substantial growth in pharmacist-led online medication consultation services. Nevertheless, there remains a notable paucity of empirical analysis and evaluation regarding pharmacists' provision of online pharmaceutical care.

OBJECTIVE The present study was to analyze the characteristics of online medication consultation from home-based patients on a tertiary hospital WeChat platform.

METHODS A retrospective analysis was performed on 5,746 consultation records from April 2022 to March 2025. Consultation categories and frequencies, response rates, and patient demographic characteristics (gender distribution and age profiles) were systematically analyzed to elucidate specific patient needs within the online consultation paradigm. Statistical modeling was employed to examine associations between consultation efficacy and variables including patient gender, consultation year, and temporal patterns. Furthermore, frequently inquired medications were quantified to discern prevailing consultation trends.

RESULTS A total of 5,746 consultations were analyzed. Physical examination result inquiries were most frequent but least response rate (16.30 %). Medication timing and administration methods ranked as the second and third most frequent consultation categories, respectively, with higher response rates of 74.38 % and 68.94 %. The patient population was predominantly female (p = 0.017) with a median age of 30 years. Among the three annual periods, April 2023-March 2024 yielded the highest consultation volume but lowest response rate. Across four daily time intervals, consultation volume peaked during afternoon hours and was lowest in the late-night period, with comparable response rates among periods. Antibiotics and gastrointestinal medications represented the most frequent consultation topics.

CONCLUSION Online consultation provides patients with convenient access to professional guidance on medication administration, timing and selection. However, the user demographic is predominantly younger, necessitating strategies to enhance accessibility for elderly populations. Increased pharmacist staffing during afternoon hours is warranted to accommodate peak consultation volumes, particularly specialists in antimicrobial therapy and Helicobacter pylori regimens. These findings inform targeted quality improvements at dispensing windows, emphasizing proactive counseling on high-frequency consultation topics identified through online interactions.