A survey was conducted to examine what the public expects of pharmacists. We created 26 questions based on 26 diŠerent situations that patients encounter at pharmacies in order to assess patient satisfaction/dissatisfaction. Some questions were designed to compare pairs of symmetrical situations. The survey was carried out in February and March 2001. The surveys were conducted with patients and/or patients' relatives who brought their prescriptions to pharmacies and with employees of pharmaceutical companies and their family members. A factor analysis extracted two factors among the 26 variables, theˆrst being patient dissatisfaction and the second being patient satisfaction. However, factor loadings for some paired situations were not necessarily symmetrical and thus the absolute values of the scores were not equal. The results suggest that satisfaction on one side does not entail dissatisfaction on the other side and thus satisfaction and dissatisfaction can be examined as separate and distinct entities. Based on these results, we classiˆed pharmaceutical services into two types. Theˆrst type is referred to as instrumental service. In this situation patients do not feel great satisfaction even if such service is provided. However, they feel great dissatisfaction if the service is not provided. The second type is referred to as expressive service. These patients feel some satisfaction if such service is provided, however, they do not feel a fatal dissatisfaction if the service is not provided. Our research documents that when examining data based on the assumption that there is a diŠerent dimensionality for patient satisfaction and dissatisfaction, it is possible to gain insights into new aspects of pharmaceutical services that are otherwise impossible to assess.
To evaluate diŠerences in viewpoints and awareness between patients with and without a``family pharmacy'', we performed a questionnaire survey. The questionnaire consisted of 21 questions including``I often read books and journals about health.'' and``Patients have the right of being informed of the medical treatment they receive''. The degree of applicability was selected among 6 grades(``deˆnitely inapplicable''-``deˆnitely applicable''). The subjects were classiˆed into 3 groups``without a family pharmacy'',``with a regular pharmacy for each hospital/clinic'' and``with a family pharmacy'', and factor analysis was performed. As a result, 5 factors were extracted in each group. However, the order of the 2nd-4th factors diŠered among the 3 groups. Paying attention to these diŠerences, we found that patients`w ith a family pharmacy'' have resolved doubts about or dissatisfaction with medical care to some extent.
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