Implementation of Telemedicine Through a Virtual Pharmacy Visit and Counseling Program Using the COM-B Method at Gayamsari Community Health Center, Semarang City Penerapan Telemedisin dengan Program Kunjungan dan Konseling Farmasi Secara Virtual dengan Metode COM-B di Puskesmas Gayamsari Kota Semarang

Abstract

Telemedicine is a method for improving access, quality, and safety of healthcare services. However, the
implementation of telemedicine, particularly telepharmacy services in primary healthcare facilities such
as community health centers (Puskesmas), is still not structured and regular. This study aims to analyze
the implementation and success of the Virtual Pharmacy Visit and Counseling Program using the COMB
(Capability,
Opportunity,
Motivation–Behavior)
approach.

This
study
used
a
prospective,
descriptive
qualitative
method
with
a
triangulation
approach.
The
study

was

conducted at the Gayamsari Community Health Center in Semarang City from September to
December 2025. The informants in this study consisted of three pharmacists directly involved in the
implementation of the innovative telemedicine program. Data were collected through in-depth interviews
and focus group discussions (FGDs), using an interview guide verified through expert assessment. Data
analysis was conducted thematically based on the COM-B framework.
The study results indicate that pharmacists have sufficient skills to conduct online drug counseling and
education. The opportunity for implementing telepharmacy is supported by national regulations, although
there are no specific technical operational guidelines. Motivation from pharmacists and support from
Community Health Center (Puskesmas) leaders are the main factors driving the program's
implementation. The implementation of KUFI LUWAK has proven to increase access to pharmacy
counseling services, as evidenced by the increase in the number of patients from an average of 10 patients
per month to 47 patients per month. Collaboration between programs and the empathetic use of digital
educational media also increased patient adherence to therapy. In conclusion, the implementation of
Telemedicine with a Virtual Pharmacy Visit and Counseling Program, analyzed using the COM-B method
at the Gayamsari Community Health Center in Semarang City, successfully implemented a form of
telemedicine service called the KUFI LUWAK Program. This program is considered qualitatively effective
and has the potential to be implemented elsewhere if supported by more structured policies and
operational standards.