scholarly journals The patients' perception of the quality of community pharmacy services using the Critical Incident Technique (CIT)

2020 ◽  
pp. 123-123
Author(s):  
Ingrid Kummer ◽  
Jovana Mudric ◽  
Tamara Cikaric ◽  
Ljiljana Tasic ◽  
Andrijana Milosevic-Georgiev ◽  
...  
Keyword(s):  
Community Pharmacy ◽  
Critical Incident ◽  
Consumer Satisfaction ◽  
Critical Incident Technique ◽  
Community Pharmacy Services ◽  
Pharmaceutical Services ◽  
Community Pharmacies ◽  
Pharmacy Services ◽  
Patient Counselling

Introduction / Aim. The Critical Incident Technique (CIT) is a qualitative research method for measuring consumer satisfaction by collecting and analysing information on participants and their activities. This method allows participants to present their detailed experiences related to a particular service in the way they perceive them. The study aimed to examine patients' perceptions of an incident occurred in community pharmacies using CIT and determine recommendations for improving the quality of pharmacy services. Methods. A qualitative study using an interview based on CIT was conducted in three pharmacies in Serbia, on the territory of Krusevac city. The entire course of the interviews was recorded, which provided detailed research. Results. A total of 68 critical incidents were collected and divided into two groups: positive (37) and negative (31), depending on the (dis)satisfaction of patients with the services of pharmacists in community pharmacies. The following thematic clusters of pharmacy services were covered: accessibility of community-based pharmaceutical services, pharmacist behaviour, patient counselling, dispensing of drugs and / or medical devices, compounding, and pharmacy sales / commercial practice. Conclusion. The results show that CIT is a useful tool for evaluating and improving pharmaceutical services. Based on the data collected, various aspects of community pharmacy services can be improved and further research should be carried out.

scholarly journals Influence of Pharmacy Characteristics and Customer Quality of Life on Satisfaction of Community Pharmacy Customers

2020 ◽  
Vol 11 (1) ◽  
pp. 13 ◽  
Author(s):  
Ali Azeez Al-Jumaili ◽  
Inaam Ahmed Ameen ◽  
Doaa Asaad Alzubaidy
Keyword(s):  
Quality Of Life ◽  
Customer Satisfaction ◽  
Community Pharmacy ◽  
Community Pharmacy Services ◽  
Original Research ◽  
Pharmacy Services ◽  
Full Time ◽  
Convenience Sample ◽  
Patient Counselling

Objectives: The study objectives were to evaluate customer satisfaction with community pharmacy services and measure the relationships between customer satisfaction and pharmacy/pharmacist characteristics and customer quality of life. Methods: This was a cross-sectional survey of a convenience sample of customers at 20 community pharmacies in 10 different geographical areas in Baghdad city between May and September 2018. We used the satisfaction items which were developed by Paterson and colleagues in 2013. The survey also assessed customer quality of life (QoL) with 12 QoL items. Results: The study recruited 400 pharmacy customers. Overall, customers reported good satisfaction with community pharmacy services. The most three satisfying aspects were the professional appearance of the pharmacy, the professionalism of pharmacy staff and explanations of possible adverse medication effects. Three customer characteristics were associated with high satisfaction rates including male gender, buying medications without a prescription, and seeking services for themselves. Three pharmacy characteristics increased the customer satisfaction rate including the availability of female pharmacists, having more than one pharmacist, and whether the pharmacy is open full time. For quality of life, patients who had a limitation in their activities and those who accomplished less than they would like were less satisfied with pharmacy services.   Conclusions:  To improve pharmacy services, pharmacists need to enhance their professional appearance, allocate more time for patient counselling, help patients to manage their medications and extend their working hours to meet customer needs.   Article Type: Original Research

scholarly journals Rol del farmacéutico en la atención integral de pacientes con hepatitis C: revisión sistemática

2020 ◽  
Vol 35 (4) ◽  
pp. 485-505
Author(s):  
Mónica Ledezma Morales ◽  
Andrea Salazar-Ospina ◽  
Pedro Amariles ◽  
Jaime Alejandro Hincapié-García
Keyword(s):  
Hepatitis C ◽  
Community Pharmacy ◽  
Community Pharmacy Services ◽  
Pharmaceutical Services ◽  
Pharmacy Services ◽  
Revisión Sistemática

Objetivo: Identificar y caracterizar las acciones/intervenciones realizadas desde los servicios farmacéuticos en el abordaje de pacientes con Hepatitis C y proponer una vía clínica para la gestión de la enfermedad que incluya la participación del farmacéutico. Método: Revisión sistemática en PubMed y EMBASE empleando los términos "Hepatitis C", "Pharmaceutical Services", "Community Pharmacy Services", y "Pharmacies"; artículos publicados hasta el 31 de marzo de 2019, cuyo tema central fueran las actividades realizadas por los servicios farmacéuticos en la atención a pacientes con Hepatitis C. Se recopiló información sobre: actividad realizada, responsable, si la intervención era individual o colectiva y el entorno de aplicación. Las actividades se agruparon en: promoción y prevención, gestión administrativa, atención farmacéutica, investigación y otros servicios de apoyo. De acuerdo a esto, se propuso una vía clínica para el manejo de la Hepatitis C con participación del farmacéutico. Resultados: se incluyeron 60 artículos, principalmente de estudios descriptivos. La mayoria de las publicaciones reportaron intervenciones realizadas en Estados Unidos y España. Se identificó la participación del personal farmacéutico en cada una de las etapas del proceso de atención, incluyendo: provisión de servicios de reducción del daño, tamizaje del Virus de la Hepatitis C, vinculación de los pacientes al tratamiento, prescripción de medicamentos y órdenes de laboratorio. Conclusiones: Se identifican y caracterizan las acciones/intervenciones realizadas desde el servicio farmacéutico para el manejo de la Hepatitis C y se propone una vía clínica en la que se integran los servicios profesionales farmacéuticos a las demás actividades de la atención del paciente.

scholarly journals Elderly consumers’ satisfaction with the quality of community pharmacy services in Ho Chi Minh City, Vietnam: a Q-methodology study

Pharmacia ◽  
2020 ◽  
Vol 67 (4) ◽  
pp. 303-309
Author(s):  
Van De Tran ◽  
Valeria V. Dorofeeva ◽  
Ekaterina E. Loskutova ◽  
Tatyana P. Lagutkina ◽  
Irina V. Kosova ◽  
...  
Keyword(s):  
Community Pharmacy ◽  
Q Methodology ◽  
Medication Use ◽  
Community Pharmacy Services ◽  
Ho Chi Minh City ◽  
Pharmacy Services ◽  
Pharmacy Staff ◽  
Geographic Accessibility ◽  
Elderly Consumers

Introduction: The purpose of this study was to understand elderly consumers’ satisfaction on the community pharmacy services in Ho Chi Minh City, Vietnam. Materials and methods: A sample of 32 consumers, aged over 60, was recruited in four pharmacies in Ho Chi Minh City, Vietnam, from December, 2017 to January, 2018. Q-methodology was used to identify the patterns of consumers’ satisfaction. Results: Two distinct patterns of elderly consumers’ viewpoints toward the community pharmacy services were identified. Elderly consumers in viewpoint 1 were satisfied with the geographic accessibility of community pharmacies. Elderly consumers in viewpoint 2 were satisfied with the affordability of medicines. However, consumers of both viewpoints expressed dissatisfaction with the pharmacy staff counseling on missed doses, storage, side effects, and interactions of medicines. Conclusion: The results from this study suggest that pharmacy staff need to spend more time for consultations on proper medication use with elderly consumers.

scholarly journals Applying a whole systems lens to the general practice crisis: cross-sectional survey looking at usage of community pharmacy services in England by patients with long-term respiratory conditions

BMJ Open ◽  
2019 ◽  
Vol 9 (11) ◽  
pp. e032310 ◽  
Author(s):  
Ali Mawfek Khaled Hindi ◽  
Ellen Ingrid Schafheutle ◽  
Sally Jacobs
Keyword(s):  
Community Pharmacy ◽  
Interpersonal Skills ◽  
Healthcare Services ◽  
Community Pharmacy Services ◽  
Community Pharmacies ◽  
Pharmacy Services ◽  
Pharmacy Staff ◽  
Cross Sectional ◽  
Physical Evidence

ObjectiveUK policy initiatives aiming to extend community pharmacy services to moderate patient demands and to reduce general practitioners’ (GPs) workload have had limited success. This study used marketing theory to identify factors that could influence patients to make better use of community pharmacies within the primary care pathway.DesignCross-sectional postal survey design applying the ‘7Ps marketing mix’ (‘product’, ‘price’, ‘place’, ‘promotion’, ‘people’, ‘process’ and ‘physical evidence’).SettingGreater Manchester, England.ParticipantsPatients with asthma or chronic obstructive pulmonary disease registered at two GP practices.Primary outcomePatient preference for community pharmacy services.ResultsThe response rate was 29% (289/1003). Most respondents preferred to use GP practices for invasive/diagnostic services (product) while preferring using community pharmacy for medicines supply and minor ailments (place). Stronger preference for using GP practices over community pharmacy was significantly associated with gender (male>female), age group (≥65 years) and healthcare services previously accessed at the pharmacy. Respondents perceived they would be more likely to use community pharmacy services if pharmacists offered them enough time to discuss any concerns (73.3%) (price), if community pharmacies had private/clean consultation rooms (70%–73%) (physical evidence) and if pharmacy staff had strong interpersonal skills (68%–70%) (people). Respondents were divided on likelihood of using community pharmacy services if pharmacists could access their whole medical record but wanted pharmacists to add information about their visit (59.6%) (process). Respondents would be encouraged to use community pharmacy for healthcare services if they were offered services by pharmacy staff or recommended/referred to services by their GP (44%) (promotion).ConclusionsUsing the 7Ps marketing mix highlighted that community pharmacies having staff with strong interpersonal skills, good quality consultation rooms and integrated information systems could positively influence patients to use community pharmacies for management of long-term conditions. There are opportunities for community pharmacies to alleviate GP workload, but a whole system approach will be necessary.

scholarly journals Profession Driven Improvement of the Quality of Pharmacy Practice—Implementation of Community Pharmacy Services Quality Guidelines in Estonia

Healthcare ◽  
2021 ◽  
Vol 9 (7) ◽  
pp. 804
Author(s):  
Kristiina Sepp ◽  
Afonso Miguel Cavaco ◽  
Ain Raal ◽  
Daisy Volmer
Keyword(s):  
Community Pharmacy ◽  
Services Quality ◽  
Pharmacy Practice ◽  
Quality Criteria ◽  
Community Pharmacy Services ◽  
Pharmacy Services ◽  
Cross Sectional ◽  
Active Involvement ◽  
Quality Guidelines

Constant improvement of the quality of community pharmacy services is important in the development of contemporary patient care. A national and voluntary Community Pharmacy Services Quality Guidelines (CPSQG) was developed to formulate the principles of contemporary pharmacy services, including quality criteria for service provision. The purpose of this study was to identify the implementation of the CPSQG as a profession-driven initiative towards improving and harmonizing community pharmacy services in Estonia. Three cross-sectional electronic surveys were conducted among community pharmacies in Estonia in 2014 (N = 478 pharmacies), 2016 (N = 493), and 2019 (N = 494), and the CPSQG indicators were used for evaluation of the service quality. In this study, the aggregated data, collected in three study years were used to identify the implementation of guidelines into practice. For data analysis, the One-Way ANOVA test and Post-hoc multiple comparisons were used. The results demonstrated slow implementation of the CPSQG, but guidelines-based evaluation enabled a detailed overview of the community pharmacy activities and provided services. In order to develop community pharmacy services more efficiently, the use of implementation science principles, continuous introduction of the CPSQG to the pharmacists, and more active involvement of the state could be considered in the future.

scholarly journals Patient Satisfaction with Community Pharmacies Services: A Cross-Sectional Survey from Punjab; Pakistan

2018 ◽  
Vol 15 (12) ◽  
pp. 2914 ◽  
Author(s):  
Muhammad Aziz ◽  
Wenjing Ji ◽  
Imran Masood ◽  
Muhammad Farooq ◽  
Muhammad Malik ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Community Pharmacy ◽  
Cross Sectional Study ◽  
Community Pharmacy Services ◽  
Community Pharmacies ◽  
Pharmacy Services ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Significant Difference ◽  
The Mean

Purpose: Patient satisfaction can identify specific areas of improvement in community pharmacy services. Currently in Pakistan, no evidence exists in this regard. This study was conducted to determine the needs of patients and the current standards of pharmacies. Methods: A cross-sectional study was conducted between October 2016 and June 2017. A pilot tested questionnaire was used to collected the data from 1088 patients of 544 community pharmacies. Likert scale and one way ANOVA was used to analyze the data. Results: The response rate of community pharmacies was 80% and that of purchasers was 68.1%. The mean age of participants was 35.2 years. The mean overall satisfaction score of participants was 2.78/5.00. Many patients were dissatisfied (1.65/5.00) with parking facilities provided by pharmacies. Pharmacy service time fulfilled the requirements of most patients (4.16/5.00). The counseling person’s good attitude (3.99/5.00) was credited by purchasers. Level of patient satisfaction with the availability of medicines (3.19/5.00), safe storage of medicines in pharmacy stores (3.66/5.00), and quality of medicines (3.41/5.00) were almost moderate. Many patients were very satisfied (4.35/5.00) with readable instructions for their medications. Approximately half of the patients were dissatisfied with the waiting time. Many patients were also dissatisfied (2.28/5.00) with the knowledge of the counseling person. Patients perceived that staff interest in patient recovery (2.24/5.00) was low. No significant difference in level of satisfaction with regard to participant’s characteristics was found. Conclusions: The current study demonstrated a low level of patient satisfaction with regard to community pharmacy services in Pakistan. These services need improvement.

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