Exploring relationships among pharmacy service use, patronage motives, and patient satisfaction

Patient reactions to community pharmacies’ roles: evidence from the Portuguese market

“…Although studies have generally found that pharmacists’ non‐dispensing roles have a positive effect on patient clinical outcomes and prescribing patterns, there are fewer studies that investigate outcomes such as satisfaction and loyalty. Research shows that satisfaction with community pharmacies was related to relationship factors, general competence and pharmacy atmosphere, whereas in ambulatory care research found that satisfaction was related to three factors – general staff communication, medication‐focused communication and the clarity of written information . Clearly some aspects of these findings overlap with those of the current study (e.g.…”

Medicine-related services in community pharmacy: public preferences for pharmacy attributes and promotional methods and comparison with pharmacists' perceptions

“…Loyalty to one pharmacy is mostly important for regular medicines or pharmacy users, but does vary depending on patient characteristics, as has been shown in other studies 24,25. Relationships, pharmacy atmosphere, and quality of previous experiences are also obviously key factors influencing repeat patronage 26. However, in this study, being known to the pharmacist and their staff and previous good service were judged as important by fewer public than pharmacist respondents.…”

“…Findings of this study suggest that posters/leaflets and mass media methods are all potentially less effective, but other studies indicate these methods influence some people 18,31–33. Mass media methods have been found in users of one US pharmacy to increase awareness but not use of services 26. Whatever method is used, regular promotional messages are likely to be needed to increase the uptake of these important services for the optimization of medicines, and learning from the potential consumers of these services is essential 34…”

Underlying factors influencing community pharmacies business in low- to medium-developed markets: a societal perspective

“…Intra-organisational factors People Issues related to staff Pharmacists' characteristics (such as demographics, personal believes, values and attitude, the level of education and experience, physical and psychological health) [12] demonstrating competence and good relationships with patients, [13,14] the level of technicians' knowledge and skills, [15] standardisation of technicians' training and certification, [16] staff's satisfaction, [17] general job role, compensation, workload, stress, perceived growth, perceived overqualification, pharmacist's communication with other healthcare providers, [18] staff personality, [19] staff attitude [20] Issues related to the manager Manager's personality and competences, [21,22] being pharmacist or nonpharmacist, [23] issues related to the leadership, [24] the level of applying strategic planning, [25] manager's autonomy, [26] the management of stakeholder, [27] providing appropriate job descriptions, appraisal and rewarding system, training and development, having determined objectives, employing enough work forces, the acceptability of management style, the organisational culture, [2] appropriate division of labour, [28] corporate social responsibility, [29] sharing and communicating vision to staff [30] Physical evidence _______________ Physical layout and facilities [20,31,32] Process _______________ Design of procedures [24,31] Promotion _______________ Relationships with physicians, patients and other partners [33,34] Products and services _______________ Service quality, [35] sufficient inventories of prescribed medications, convenience of hours [20] Extra-organisational factors Clients' characteristics _________ The rate of poverty and unemployment among customers, the rate of customers' use of public assistance, [13] clients' expectations and awareness from capabilities of community pharmacies,…”