Measurement of patient satisfaction with community pharmacy services: a review

Panvelkar, Pradnya Naik; Saini, Bandana; Armour, Carol

doi:10.1007/s11096-009-9311-2

Cited by 135 publications

(161 citation statements)

References 48 publications

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“…9 Although a variety of instruments have been developed to measure customer satisfaction with pharmacies/pharmacists (see 10,[11][12][13] ), these instruments do not provide an understanding of customer expectations in relation to the actual services provided. 14 An analysis of the pharmacy staffs' perspective could shed light on this issue if we consider that the difference between consumer expectations of what constitutes good service quality and the pharmacy staffs' understanding of these expectations or their preparedness and ability to meet them determines the pharmacy's actual service quality. 15 In the marketing literature, one of the key models that has endeavoured to explain the discrepancy between consumer expectations and perceptions of service quality is the 'Conceptual Model of Service Quality' developed by Zeithaml, Berry, & Parasuraman.…”

Section: Introductionmentioning

confidence: 99%

Service quality in community pharmacy: An exploration of determinants

White

Klinner

2012

Research in Social and Administrative Pharmacy

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BACKGROUND: Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants.OBJECTIVES: This study aimed to explore the perceptions of pharmacy staff regarding the factors which constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality.METHODS: Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in three community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery and the communication to customers. RESULTS: From the pharmacy staff perspective, service quality is significantly limited by insufficient organisation-internal communication and control processes which impede role clarity and the resolution of conflicting role expectations among customer service staff. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable and accepted quality specifications by pharmacy management.CONCLUSIONS: The study indicates that the extent and quality to which pharmacy management sets, maintains and communicates service quality specifications to staff directly affects role clarity, role conflict and organisational commitment among customer service staff, which in turn directly influence the level of service quality provided to customers.

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Section: Introductionmentioning

confidence: 99%

Service quality in community pharmacy: An exploration of determinants

White

Klinner

2012

Research in Social and Administrative Pharmacy

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“…Inefficient waiting times can invite patients' dissatisfaction with a health service obtained from a pharmacy unit patients will assume poor quality of health [17][18][19][20][21][22] stating that the quality of pharmacy unit services has a positive and significant effect on patient satisfaction. Khudair and Raza [17] identified that the rate of service, officer attitudes, drug information, and location are factors of pharmaceutical service that has a positive and significant effect on patient satisfaction.…”

Section: Discussionmentioning

confidence: 99%

Effect of prescription waiting time on patient satisfaction mediated by service quality of pharmacy unit in public hospital in Bandung city

Kautsar

Nurhayati

Sopyan

2017

Natl J Physiol Pharm Pharmacol

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Background:The Indonesia National Health Insurance (NHI) is one of the social protections to ensure all people to health. Improving the quality of good service is a demand for pharmacy unit to improve the services quality, especially in improving the rate of pharmaceutical services and patient satisfaction that has been regulated in the Ministry of Health. Aims and Objectives: This study aims to measure influence between prescription waiting time and the level of patient satisfaction mediated by the quality of pharmacy unit service as a mediator at the public hospital in Bandung City. Materials and Methods: A cross-sectional questionnaire-based and direct observation method was conducted from February to April 2017. The questionnaire and observation sheet were used to obtain primary data to 302 NHI patients. Data were analyzed using structural equation modeling using software smartPLS. Results: Based on the result, general and compounding prescriptions' waiting time is not suited with the standard. The waiting time has no positive and significant effect on the quality of pharmacy unit service with t-value of 0.532. The quality of service has a positive significant effect on patient satisfaction with t-statistics of 14.477. The waiting time has a positive and significant effect on patient satisfaction with t-statistics of 1.771 (t-table > 1.96, α = 0.05). Conclusion: The path model proposed did not fit and must be evaluated the length of waiting time and service quality as mediator. Waiting time has a positive influence on patient satisfaction even though the rate of services is slow. Then, the better pharmacy services given, then the much more patient satisfied to the hospital.

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“…It can determine the sustainability of a healthcare service (Panvelkar et al, 2009), as well as reflecting the influence of pharmacy services on patients' lives. However, owing to its subjective nature, it is difficult to evaluate and it is not a structure or process measure (Gourley et al, 2001).…”

Section: Literature Reviewmentioning

confidence: 99%

Factors Influencing Patient Satisfaction with Pharmacy Services: An Empirical Investigation at King Fahd Armed Forces Hospital, Saudi Arabia

Ahmad¹,

Alghamdi²,

Alghamdi³

et al. 2016

IJBM

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The current research investigates the factors influencing patient satisfaction with pharmacy services at King Fahd Armed Forces Hospital (KFAFH). This research proposes and tests a three-factor model that influence patient satisfaction. These factors include accessibility, availability of medications, and pharmacy staff attitude as independent variables, while the dependent variable is patient satisfaction. In order to explore this issue, a quantitative method was used in the form of a questionnaire issued in KFAFH in Jeddah city in Saudi Arabia. The research targeted 333 patients as a representative sample, rather than the whole population. A random sample was used to choose the participants in this research. The research retrieved 290 valid questionnaires, which represented a reponse rate of 87%. The results confirm significant differences in the influence of these factors on patient satisfaction. The research concludes that there are significant influences from accessibility and availability of pharmacy services, whereas there is no significant influence of staff attitudes on patient satisfaction. The research recommends improving the accessibility and availability of medication regularly and continuously. It is also recommended that pharmacy services should conduct training courses to improve staff skills and attitudes to deal with patients.

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Measurement of patient satisfaction with community pharmacy services: a review

Cited by 135 publications

References 48 publications

Service quality in community pharmacy: An exploration of determinants

Service quality in community pharmacy: An exploration of determinants

Effect of prescription waiting time on patient satisfaction mediated by service quality of pharmacy unit in public hospital in Bandung city

Factors Influencing Patient Satisfaction with Pharmacy Services: An Empirical Investigation at King Fahd Armed Forces Hospital, Saudi Arabia

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