Understanding public expectations to inform regulatory decision-making
In a Canadian province, the use of pharmacy inducements, such as loyalty points or rewards offered in connection with prescription services, has become an increasingly visible and debated issue.
While these programs are widely used, they raise important questions about their potential influence on patient decision-making and the delivery of care. For regulators, the challenge is to balance consumer expectations with the responsibility to ensure that pharmacy services are delivered in a manner that prioritizes patient safety and professional integrity.
A provincial pharmacy regulator sought to better understand how members of the public viewed these issues in order to inform its consideration of potential policy and regulatory responses.
MDR Strategy Group designed and conducted a comprehensive public consultation process to gather meaningful and representative input from members of the public.
The engagement included a province-wide survey and opportunities for individuals to share their perspectives on pharmacy inducements, including their perceived benefits, risks, and the role such programs should play in the delivery of pharmacy services.
The process was structured to ensure accessibility, clarity, and informed participation, enabling respondents to engage thoughtfully with the policy considerations under review.
MDR analyzed the results of the consultation and prepared a detailed report summarizing public sentiment, key themes, and considerations relevant to the regulator’s public protection mandate.
The consultation provided a clear and evidence-based understanding of how members of the public view pharmacy inducements and what they expect from pharmacy services.
The findings identified areas of alignment and divergence in public opinion and highlighted the factors that most influence public perceptions of pharmacy care and professional responsibility.
The work equipped the regulator with a structured body of evidence to support policy discussions and provided a foundation for more informed and transparent decision-making.
By grounding policy discussions in public input, the consultation strengthened the connection between regulatory decision-making and the expectations of the communities served.
The work demonstrated the value of structured public engagement in addressing complex and potentially contentious policy issues, ensuring that decisions are informed not only by professional and technical considerations, but also by the perspectives of the public.
Building on this work, MDR continues to support regulators in designing and delivering public consultations that inform policy development, enhance transparency, and reinforce public confidence in regulatory decision-making.
