Customers' expectations and satisfaction with a pharmacy not providing advanced cognitive services

• Type: Article in International Scientific Journal
• Date: 2006

Authors

Gastelurrutia, MA (Author) Other; de San Vicente, OG (Author) Other; Erauncetamurgil, O (Author) Other; Odriozola, I (Author) Other; Fernández Llimós, F (Author) Other

Journal

Title: Pharmacy World and Science

Vol. 28

Pages: 374-376

ISSN: 0928-1231

Publisher: Kluwer Academic Publishers

Indexing

ISI Web of Knowledge - 35 Citations

Scopus - 40 Citations

Other information

Authenticus ID: P-00F-SV6

DOI: 10.1007/s11096-006-9049-z

Abstract (EN): Objective: To assess customers' expectations and satisfaction with a community pharmacy which does not provide advanced professional cognitive services (APCS). Method: A non-validated questionnaire was designed; the questionnaire included items on expectations with pharmacy services and on satisfaction with the existing services. An independent interviewer was appointed to survey people leaving the pharmacy; the questionnaire was administered on two randomly chosen days. Results: The mean age of respondents (n = 61) was 46 years. Expectations: The most highly ranked item was "Drug available in the pharmacy" (4.97 on a 5-point Likert scale), followed by "Having queries and questions about health problems answered" (4.84). People found it easy "To seek advice on health problems or about medicines from the pharmacist at the counter" (4.48). The lowest ranked item was "reduced waiting time" (3.13). The overall Satisfaction with pharmacy services was high (4.89). Conclusions: Customers reported a high level of satisfaction in a pharmacy where advanced cognitive services were not available. However, this should not discourage pharmacists from implementing APCS, because patients' expectations are based only on experiences with current distributive services, which fulfill their perceived needs. © 2006 Springer Science+Business Media B.V.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 3