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 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 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 How does the public conceptualise the quality of care and its measurement in community pharmacies in the UK: a qualitative interview study

BMJ Open ◽  
2019 ◽  
Vol 9 (3) ◽  
pp. e027198 ◽  
Author(s):  
Margaret C Watson ◽  
Karin Silver ◽  
Ross Watkins
Keyword(s):  
Focus Groups ◽  
Community Pharmacy ◽  
Community Pharmacy Services ◽  
Pharmacy Services ◽  
The Public ◽  
Quality Ratings ◽  
Qualitative Interview Study ◽  
Health And Social Care ◽  
The Uk

ObjectivesThis study explored citizens’ perspectives about the quality of community pharmacy services in the UK and whether and how the quality of community pharmacy services should be measured.DesignSemistructured interviews and focus groups were conducted and were audio recorded, transcribed and analysed systematically using an interpretive approach.ParticipantsMembers of the public were approached via networks, such as Health and Social Care Alliance Scotland, as well as community groups and personal networks.SettingScotland, England and Wales.ResultsData were collected from 20 participants: 11 interviews and 2 focus groups (in community settings, with five and four participants). Quality was conceptualised as multidimensional with inter-related overarching themes of person-centredness, professionalism and privacy. The importance of relational aspects with pharmacy personnel was emphasised including the need for a ‘friendly’ caring service, continuity of care, being known to personnel, including their awareness of individual’s health conditions: ‘it’s quite a personal service I would say…I think it means that they care about your welfare’. Participants discussed the importance of a professional approach to customer interactions including staff behaviour and appearance. Pharmacy design influenced perceptions of privacy, including having sufficient space or a separate consultation room to promote confidential consultations with a pharmacist. Participants suggested that quality assurance is needed to improve quality and to inspire confidence in the public ‘it would drive up quality standards overall’ but suggested that quality ratings were unlikely to influence their use of specific pharmacies. They emphasised the need for multidimensional quality ratings and for transparency with their derivation.ConclusionsThe public conceptualises quality of community pharmacy services as multidimensional and value relational aspects of care provided by personnel in this setting. While the development and application of quality indicators may drive improvement, it seems unlikely to influence the public’s use of individual pharmacies.

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