Customers’ Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey

Background: There is a growing need to understand the determinants of service quality in community pharmacy from the viewpoint of customers. Objectives: The study explored customer perspectives of pharmacy services using quality indicators and proposed a path for quality improvement. Methods: A questionnaire-based cross-sectional survey was conducted on 704 conveniently selected customers of community pharmacies between August and October, 2019. The exit survey examined customer expectations compared to actual services received. Questionnaire items were drawn from service quality domains of reliability, assurance, tangibles, equity, and responsiveness. Descriptive statistics was used to summarize demographic characteristics of respondents. To explore gaps between expected and perceived service quality, each domain was subjected to a pairwise t-test. Results: Customers’ response rate was 91.2% (n = 642) while their mean age was 52.1±3.55 years. Majority 60% (n = 259) were females, 62.5% (n = 401) had spent five years or less as customers of individual pharmacies. There was significant gap between expected and perceived service quality (t =13.55, p = 0.047). Domains of responsiveness (t = 162.67, p = 0.004) and reliability (t = 27.96, p = 0.023) contributed significantly to this gap with responsiveness being disproportionately impactful. Conclusion: There was significant gap between customer expectations of responsiveness and reliability of pharmacy teams and service fulfilment. This demands improved willingness to prioritize customer needs, serving them promptly, accurately, and as promised.

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Customers’ Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey

10.31222/osf.io/2fx7e ◽

2021 ◽

Author(s):

Maduabuchi R. Ihekoronye ◽

Kanayo P. Osemene ◽

Wilson O. Erhun ◽

Margaret O. Afolabi

Keyword(s):

Service Quality ◽

Response Rate ◽

Descriptive Statistics ◽

Community Pharmacies ◽

Test Results ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Perceived Service Quality ◽

Customer Expectations ◽

Exit Survey

Background: There is a growing need to understand the determinants of service quality in community pharmacy from the viewpoint of customers. Objectives: The study explored customer perspectives of pharmacy services using quality indicators and proposed a path for quality improvement. Methods: A questionnaire-based cross-sectional survey was conducted on 704 conveniently selected customers of community pharmacies between August and October, 2019. The exit survey examined customer expectations compared to actual services received. Questionnaire items were drawn from service quality domains of reliability, assurance, tangibles, equity, and responsiveness. Descriptive statistics was used to summarize demographic characteristics of respondents. To explore gaps between expected and perceived service quality, each domain was subjected to a pairwise t-test. Results: Customers’ response rate was 91.2% (n = 642) while their mean age was 52.1±3.55 years. Majority 60% (n = 259) were females, 62.5% (n = 401) had spent five years or less as customers of individual pharmacies. There was significant gap between expected and perceived service quality (t =13.55, p = 0.047). Domains of responsiveness (t = 162.67, p = 0.004) and reliability (t = 27.96, p = 0.023) contributed significantly to this gap with responsiveness being disproportionately impactful. Conclusion: There was significant gap between customer expectations of responsiveness and reliability of pharmacy teams and service fulfilment. This demands improved willingness to prioritize customer needs, serving them promptly, accurately, and as promised.

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Experiences of relatives with outpatient palliative care: a cross-sectional study

International Journal of Palliative Nursing ◽

10.12968/ijpn.2020.26.5.230 ◽

2020 ◽

Vol 26 (5) ◽

pp. 230-237

Author(s):

André Fringer ◽

Sabrina Stängle ◽

Iren Bischofberger ◽

Daniel Büche ◽

Renate Praxmarer ◽

...

Keyword(s):

Palliative Care ◽

Home Care ◽

Response Rate ◽

Cross Sectional Study ◽

Descriptive Statistics ◽

Sectional Study ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Dying At Home ◽

At Home

Aim: The authors aimed to evaluate the experiences of the relatives of dying people, both in regard to benefits and special needs, when supported by a mobile palliative care bridging service (MPCBS), which exists to enable dying people to stay at home and to support patients' relatives. Design: A cross-sectional survey. Methods: A standardised survey was performed, asking 106 relatives of dying people about their experiences with the MPCBS (response rate=47.3%). Descriptive statistics were analysed using SPSS 23. Findings: Many relatives (62.5%) reported that their dying relations when discharged from a facility to stay at home were not symptom-free. The MPCBS helped relatives maintain home care, and this was reported to be helpful. Support provided by the MPCBS made it easier for 77.6% of relatives to adjust care as soon as situations changed, and helped ensure that symptoms could be better controlled, at least for 68.2% of relatives. Younger relatives felt more encouraged by the MPCBS to care for their relatives dying at home.

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Musculoskeletal practices for the preparticipation physical examination

BMC Sports Science Medicine and Rehabilitation ◽

10.1186/s13102-021-00316-x ◽

2021 ◽

Vol 13 (1) ◽

Author(s):

Connor Corrente ◽

Matthew Silvis ◽

Joseph Murphy ◽

Robert Gallo ◽

Cayce Onks

Keyword(s):

Physical Examination ◽

Sports Medicine ◽

Current Practice ◽

Response Rate ◽

Family Physicians ◽

Descriptive Statistics ◽

Medical Society ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Wide Variability

Abstract Background Little is known about the musculoskeletal (MSK) exam providers use during the Preparticipation Physical Examination (PPE). The primary aims of this study were to determine current practice with regards to the MSK screening exam, if goals are being met, and if there may be opportunities for improvement. Methods This cross-sectional survey-based study utilized a REDCap instrument that was distributed to members of the American Academy of Family Physicians (AAFP) and the American Medical Society for Sports Medicine (AMSSM). Questions focused on participant demographics and MSK exam practices for the PPE. Descriptive statistics were used. Results The study had a total of 616 participants with a response rate of 9 %. The majority of respondents (82 %) were familiar with the 4th Edition PPE Monograph and 80 % either moderately or strongly agreed that they use this as a guideline for their MSK screening exam. The 90 s MSK screening test was implemented by 52 % of the participants. The majority of participants use an orthopedic exam as part of their PPE (82 %). Ninety-two percent of participants felt satisfied that their MSK exam would screen for current injury, while only 42 % were satisfied that it effectively screened for future injury. 86 % of participants agree that the MSK exam should be performed, while 26 % said that they don’t perform a physical exam at all. Discussion There is a lack of understanding of the PPE Monograph as there is wide variability in MSK screening techniques providers use despite the majority of participants being familiar with the guidelines described in the monograph. Additionally, providers don’t believe that the MSK exam screens for future injury. Conclusions The goals of the MSK portion of the 4th Edition PPE monograph are not adequately being met and there is a need for further research to validate screening exams for the prevention of MSK injury.

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Health Information Management Personnel Service Quality and Patient Satisfaction in Nigerian Tertiary Hospitals

Global Journal of Health Science ◽

10.5539/gjhs.v9n10p25 ◽

2017 ◽

Vol 9 (10) ◽

pp. 25

Author(s):

Adebowale I Ojo ◽

Ruth O Owolabi

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Health Information ◽

Information Management ◽

Health Information Management ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Perceived Service Quality ◽

Management Personnel ◽

Tertiary Hospitals

This study assessed the relationship between perceived service quality of health information management personnel and patient satisfaction in selected tertiary hospitals in Nigeria. A cross sectional survey was conducted with 280 patients from three tertiary hospitals in a Nigerian State. A self-administered questionnaire was distributed to outpatients who were literate, willing and attending the clinics for at least a second time. Perceived service quality was measured using a modified version of Service Quality (SERVQUAL) scale. Patient satisfaction was measured on a 4-point Likert-type scale developed by the researchers. Collected data were subjected to statistical analysis using mean, standard deviation and regression analysis. The surveyed patients were moderately satisfied with the services of the health information management personnel. Accordingly, patients’ perception of the health information management personnel service quality was found to be average. In addition, the research has shown that patients’ perception of health information management personnel service quality significantly influence their level of satisfaction in the studied tertiary hospitals (R = .62, F5,274 = 35.95, p = .000). Patient perceptions of service quality determine their overall satisfaction levels with the health information management personnel services. The tangible service quality dimension had more influence on patients’ satisfaction.

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Survey of young people in one region of the UK on accessing COVID-19 information (SOCIAL)

BMJ Paediatrics Open ◽

10.1136/bmjpo-2020-000942 ◽

2021 ◽

Vol 5 (1) ◽

pp. e000942

Author(s):

Oliver G P Lawton ◽

Sarah A Lawton ◽

Lisa Dikomitis ◽

Joanne Protheroe ◽

Joanne Smith ◽

...

Keyword(s):

Social Media ◽

Young People ◽

Significant Role ◽

Online Survey ◽

Descriptive Statistics ◽

Sources Of Information ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Education Gaps ◽

The Uk

COVID-19 has significantly impacted young people’s lives yet little is known about the COVID-19 related sources of information they access. We performed a cross-sectional survey of pupils (11–16 years) in North Staffordshire, UK. 408 (23%) pupils responded to an online survey emailed to them by their school. Descriptive statistics were used to summarise the data. Social media, accessed by 68%, played a significant role in the provision of information, despite it not being considered trustworthy. 89% felt that COVID-19 had negatively affected their education. Gaps in the provision of information on COVID-19 have been identified.

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Evaluation of Antibiotic Supply Decisions by Community Pharmacists in Thailand: A Vignette Study

Antibiotics ◽

10.3390/antibiotics10020154 ◽

2021 ◽

Vol 10 (2) ◽

pp. 154

Author(s):

Sisira Donsamak ◽

Marjorie C. Weiss ◽

Dai N. John

Keyword(s):

Respiratory Infections ◽

Acute Diarrhoea ◽

Community Pharmacists ◽

Antibiotic Use ◽

Educational Interventions ◽

Community Pharmacies ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Case Vignettes ◽

A Chain

In Thailand, antibiotics are available lawfully from community pharmacies without a prescription. Inappropriate supply of antibiotics from Thai community pharmacies to the public for common, self-limiting diseases has been reported. The study aimed to evaluate the appropriateness of antibiotics selected by community pharmacists in Thailand in response to vignettes. A cross-sectional survey of community pharmacists across Thailand was conducted using a self-administered questionnaire including nine case vignettes with three conditions, namely upper respiratory infections (URIs), acute diarrhoea and simple wounds. A total of 208 questionnaires were completed and analysed (20.8% response rate). In response to vignettes relating to URIs, 50.8% of pharmacist recommendations were not in accordance with antibiotic guidelines. Inappropriate recommendations for diarrhoea and wound cases were 20.8% and 16.7%, respectively. A higher proportion of younger pharmacists, those with less experience, Pharm. D. graduate pharmacists, employee pharmacists and those pharmacists who worked in a chain pharmacy were more likely to recommend appropriate antibiotic treatment in response to the vignettes (p < 0.05). These findings will be useful to promote educational interventions for community pharmacists regarding common infectious disease management in order to improve appropriate antibiotic use.

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The Frequency of Use and Harm Perception of Heated Tobacco Products (HTPs): The 2019 Cross-Sectional Survey among Medical Students from Poland

International Journal of Environmental Research and Public Health ◽

10.3390/ijerph18073381 ◽

2021 ◽

Vol 18 (7) ◽

pp. 3381

Author(s):

Paulina Majek ◽

Mateusz Jankowski ◽

Bartłomiej Nowak ◽

Maksymilian Macherski ◽

Maciej Nowak ◽

...

Keyword(s):

Medical Students ◽

Confidence Interval ◽

Odds Ratio ◽

Response Rate ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Cigarette Smokers ◽

Tobacco Products ◽

Frequency Of Use ◽

Medical University

Heated tobacco products (HTPs) are devices for generating a nicotine aerosol by heating the tobacco sticks. This study aimed to assess (1) the prevalence of HTP and tobacco cigarette usage among medical students, (2) to characterize smoking habits and (3) to assess students’ awareness and opinions about HTPs. A cross-sectional survey on the frequency and attitudes toward cigarettes, e-cigarettes and HTP use was performed between 2019–2020 at the Medical University of Silesia in Katowice (Poland). The data were obtained from 1344 students aged 21.8 ± 1.9 years (response rate: 66.9%). Current traditional tobacco use was 13.2%, e-cigarettes use 3.5%, and HTP use 2.8% of students. Duration of use was shorter among HTPs users comparing to cigarette smokers (p < 0.001) although the number of tobacco sticks used daily was similar (p = 0.1). Almost 30% of respondents have ever tried HTPs. HTPs were considered safe by 5.3% of respondents (43.2% of HTP users vs. 3.9% of non-HTP users, p < 0.001). HTP users were more likely to report that heating tobacco is not addictive (odds ratio (OR) = 8.9, 95% confidence interval (CI): 1.8–45.8) and disagreed with a public ban on HTP use (OR = 4.9, 95%CI: 2.5–9.8). Among students, HTP use was less popular than cigarette smoking, but awareness of their presence is widespread.

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Knowledge of Stroke Risk Factors among Stroke Survivors in Nigeria

Stroke Research and Treatment ◽

10.1155/2016/1902151 ◽

2016 ◽

Vol 2016 ◽

pp. 1-5

Author(s):

Grace Vincent-Onabajo ◽

Taritei Moses

Keyword(s):

Risk Factors ◽

Stroke Risk ◽

Tertiary Education ◽

Effective Means ◽

Descriptive Statistics ◽

Stroke Survivors ◽

Questionnaire Data ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Stroke Risk Factors

Background. Knowledge of stroke risk factors is expected to reduce the incidence of stroke—whether first-ever or recurrent. This study examined knowledge of stroke risk factors and its determinants among stroke survivors.Methods. A cross-sectional survey of consenting stroke survivors at two physiotherapy facilities in Nigeria was carried out. Sociodemographic and clinical data were obtained and knowledge of stroke risk factors (defined as the ability to mention at least one correct risk factor) was assessed using open-ended questionnaire. Data were treated with descriptive statistics and logistic regression analysis.Results. Sixty-nine stroke survivors (male = 72.5%; mean ± SD age =49.7±10.6years) participated in the study. Thirty-four (49.4%) participants had knowledge of stroke risk factors. Only educational level was significantly associated with knowledge and participants with tertiary educational qualification were about 48 times (odds ratio = 48.5; CI = 7.6–309.8;P<0.0001) more likely to be knowledgeable than those with no education.Conclusion. Less than half of the participants had knowledge of stroke risk factors. Participants with tertiary education were significantly more knowledgeable than those with lower educational qualifications. Effective means of educating stroke survivors on stroke risk factors should be identified and adopted.

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For which population groups will strong identification and thus eHealth services use not be possible?

European Journal of Public Health ◽

10.1093/eurpub/ckaa165.1030 ◽

2020 ◽

Vol 30 (Supplement_5) ◽

Author(s):

T Vehko ◽

E Lilja ◽

S Parikka ◽

A-M Aalto ◽

H M Kuusio

Keyword(s):

Health Care Services ◽

Service Use ◽

Response Rate ◽

Well Being ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Population Groups ◽

Digital Services ◽

Operating Environments ◽

Almost All

Abstract Background Digital services are expected to improve the availability of public social and health care services in many European countries as well as in Finland. eHealth and eWelfare services often require strong electronic identification which may form barriers in the availability of care. This study focuses on recognising population groups who are vulnerable to exclusion either by not having access to web or by lacking a strong electronic identification. Methods The data were gathered from the cross-sectional survey on well-being among people aged 20-64 with foreign background (PFB) (FinMonik), conducted in Finland 2018-19 (N = 12 877; response rate 53%). The data from the National survey of health, well-being and service use (FinSote 2017-18) were used as reference data for the overall population, (N = 26 422, response rate 45%). Surveys asked respondents “Do you have at your disposal internet access at home, your workplace, library or some other place?” and 'Do you have at your disposal online banking codes or a mobile certificate for electronic identification online?”. PFB were defined by background country into seven country-groups. The age-standardized proportions with confidence intervals were examined by socio-demographic background variables. Results Almost all (98%) of the overall population reported access to internet, but the proportion was lower (92%) among PFB (p < 0.001). Proportion of having a strong electronic identification was higher among general population (98%) than among PFB (88%) (p < 0.001). In both populations, younger age increased the likelihood of having a strong electronic identification. PFB students reported lower level of strong electronic identification compared to the employed. Conclusions Although most had access to internet and a strong identification, there were statistically significant differences between country-groups and by employment status. Key messages Designing and developing of eHealth and eWelfare services must ensure that everyone has the opportunity to have a strong electronic identification. Development of digital services requires user guidance, which takes into account the varying needs and operating environments.

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