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

Abstract

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.

Measurement of patient satisfaction with community pharmacy services: a review

“…a convenience sample of those who had, or were experiencing a service were asked to evaluate the service in terms of satisfaction at that point of time [29,30,[32][33][34][35]. In studies reporting on satisfaction with intervention services, only one was randomised at pharmacy level [41] and one was randomised at patient level [40].…”

“…Administration modes ranged from self completion on site [42,44,47,51], provider/researcher administered either on site (face to face interviews) [28,32], or via telephone [40,41,46], or mailed [30,34,39,43,45,[47][48][49][50]. One innovative study reported the use of trained volunteer patients as 'mystery shoppers' to assess and report their satisfaction with services provided by different health care professionals [36].…”

“…All 24 studies included in this review, focussed on patient satisfaction as an outcome measured for either general [28][29][30][31][32][33][34][35][36][37][38] (46%), intervention [39][40][41][42][43][44] (25%) or cognitive [45][46][47][48][49][50][51] (29%) services. Apart from being measured as an outcome of a service, no studies reported research aimed at exploring purely patient satisfaction.…”

“…Of the 11 studies [28][29][30][31][32][33][34][35][36][37][38], two compared patient satisfaction with services provided at different types of pharmacies [28,31] (e.g. chain vs. independent, regular vs. mail order pharmacies etc.).…”

Counselling Psychology: Concept, trend and medical setting

“…However, on the contrary, many patients reported dissatisfaction about the information which they received. A new initiative of counselling has been taken by pharmacists in the management of chronic illness but patients still seems to be unfamiliar with the concept ( Van Geffen et al, 2009;Chewning and Schommer, 1996;Gastelurrutia et al, 2006). A review showed that the rates of counselling provided in pharmacies reported by consumers ranged from 8 to 56% (Puspitasari et al, 2009).…”