Factors impacting on customer satisfaction with community pharmacies in vietnam

Thang, Do Xuan; Thuy, Le Thu; Tien, Le Thi; Foulon, Veerle; Anderson, Claire

doi:10.1016/j.sapharm.2018.05.123

Cited by 1 publication

(1 citation statement)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Most of the studies were from the UK (n=15), 15 26–30 42 54 56 65 77 90 100 106 111 USA (n=11) 41 47 51 53 64 66 68 72 81 88 98 and Australia (n=7). 45 46 49 52 59 83 113 Of the remaining studies, four each were from Japan, 57 61 62 79 the Netherlands 55 102–104 and Thailand 67 69 95 105 ; three each from Germany, 58 75 108 Estonia, 71 78 115 Iran 48 76 84 and Vietnam 93 96 97 and two each were from Lebanon, 112 114 UAE, 60 86 Brazil 107 110 and Spain. 63 73 One each from Canada, 74 Finland, 99 New Zealand, 43 Lithuania, 44 Malaysia, 87 Poland, 91 Slovenia, 80 Serbia, 70 Sudan, 94 Nigeria, 109 Iraq, 92 Pakistan 89 and China.…”

Section: Resultsmentioning

confidence: 99%

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

Hindi,

Campbell,

Jacobs

et al. 2024

BMJ Open

View full text Add to dashboard Cite

ObjectiveTo identify the defining features of the quality of community pharmacy (CP) services and synthesise these into an evidence-based quality framework.DesignSystematic review following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses guidelines.Data sourcesInternational research evidence (2005 onwards) identified from six electronic databases (Embase, PubMed, Scopus, CINAHL, Web of Science and PsycINFO) was reviewed systematically from October 2022 to January 2023. Search terms related to ‘community pharmacy’ and ‘quality’.Eligibility criteria for selecting studiesTitles and abstracts were screened against inclusion or exclusion criteria, followed by full-text screening by at least two authors. Qualitative, quantitative and mixed-method studies relevant to quality in CP were included.Data extraction and synthesisA narrative synthesis was undertaken. Following narrative synthesis, a patient and public involvement event was held to further refine the quality framework.ResultsFollowing the title and abstract screening of 11 493 papers, a total of 81 studies (qualitative and quantitative) were included. Of the 81 included studies, 43 investigated quality dimensions and/or factors influencing CP service quality; 21 studies assessed patient satisfaction with and/or preferences for CP, and 17 studies reported the development and assessment of quality indicators, standards and guidelines for CPs, which can help define quality.The quality framework emerging from the global literature consisted of six dimensions: person-centred care, access, environment, safety, competence and integration within local healthcare systems. Quality was defined as having timely and physical access to personalised care in a suitable environment that is safe and effective, with staff competent in the dispensing process and pharmacy professionals possessing clinical knowledge and diagnostic skills to assess and advise patients relative to pharmacists’ increasingly clinical roles.ConclusionThe emerging framework could be used to measure and improve the quality of CP services. Further research and feasibility testing are needed to validate the framework according to the local healthcare context.

show abstract