Applying Q-methodology to study customer satisfaction with quality of community pharmacy services in Vietnam

Abstract

Purpose: To determine the pattern of customers' viewpoints regarding their satisfaction with the quality of services of community pharmacies in Vietnam. Methods: Q-methodology was applied to identify distinct patterns of subjective perception on community pharmacy services. A Q-sample of 40 statements was developed following a review of the literature. The study recruited 144 customers from 40 pharmacies in four Vietnamese cities. They were required to sort 40 statements into a quasi-normal distribution grid according to their degree of satisfaction with the quality of community pharmacy services. Data collected were analyzed using PQ Method software version 2.35. Results: This study identified three factors indicating three patterns of perspectives concerning customer satisfaction on the quality of community pharmacy services: Factor 1: accessibility of the community pharmacy; Factor 2: availability of medication consultations; Factor 3: accessibility of medicines. Conclusion: There are three main patterns of viewpoints concerning customer satisfaction with community pharmacy services in Vietnam. The findings should contribute to improving the understanding of pharmaceutical policymakers and pharmacy staff regarding customer satisfaction with current pharmaceutical services.

Developing a quality framework for community pharmacy: a systematic review of international literature

“…Multiple methods were used including: surveys (n=46), 26 41 44 46 47 50 56 58 60 62 64 66–68 74 76 78–82 84–95 98–100 102 105–111 114 115 qualitative interviews (n=9), 15 30 45 49 61 69 70 73 83 focus groups, 27 53 63 77 premeasurement and postmeasurement of adherence to standards, 113 biographic and photographic techniques, 42 participant observations, 51 nominal group technique, 43 applying indicators in practice, 103 104 Q-methodology, 96 97 stakeholder event, 112 deductive content analysis, 71 patient stories 65 and mixed methods (n=4). 48 54 59 72 The remaining studies used two or more qualitative methods (n=5) 28 29 52 57 75 and two or more quantitative methods (n=2).…”

“…Nine studies were excluded from critical appraisal as their methods were outside the remit of the quality assessment checklists. These included Q methodology, 96 116 survey tool user guide, 47 assessment of indicator validity through a systematic framework 71 101 103 104 113 and a scientific committee meeting for guideline development. 112 …”

“… 53 58 70 83 85 88 89 91 93 97 Patients expect pharmacists to provide them with information about alternative medicines and their prices. 96 97 …”

Assessment of satisfaction of attendees of healthcare centers in Jordan with community pharmacy services of pharmacies they usually use

“…High satisfaction has been reported with community pharmacy services internationally, and if dissatisfaction occurs, it might be related to lax in dispensing and responding to patient requests [ 33 ]. High accessibility to pharmacy services and medications and the presence of cognitive services have been reported as factors that enhance patient satisfaction with community pharmacy services [ 22 ].…”

“…Professional communication tools that the pharmacist can employ emphasize the rapport and trust within the professional relationship between the pharmacist and patient and would be associated with a positive impact on the patients’ loyalty and satisfaction [ 17 – 19 ]. Other factors related to service delivery associated with satisfaction arise from how the offered services are provided regarding convenient access to the pharmacy services via extended working hours, increased timeliness in service, and technology integration [ 20 – 22 ]. Furthermore, waiting times had the inverse relationship with satisfaction level [ 23 ].…”