Comparative analysis of pharmacy services based on newly developed evaluation index

This study was conducted to evaluate pharmacy services to patients or customers with prescriptions issued by large hospitals. The primary purpose of this study is to assess patients' perceptions and expectations of pharmacy services with a view to standardizing community pharmacies for better health care. Two groups of patients or pharmacy patrons were evaluated, i.e. those who utilized pharmacies adjacent to the hospitals (Group A) and those who utilized other community pharmacies (Group B). The survey consisted of 26 evaluation functions ranging from location to services. Based on these functions, patients were requested to use a scale of 1 to 5 to rate the pharmacy they are currently using ("Pharmacy Used Today") and their perception of an "Ideal Pharmacy". These evaluation functions were analyzed and classified into seven dimensions which formed the evaluation index used in this study. These are: (1) availability of over-the-counter drugs, (2) availability of special services such as delivery of medicines, acceptance of fax order, etc., (3) facilities, (4) convenient location, (5) attitude of pharmacy/pharmacist, (6) information management, and (7) convenient hours. In comparing the results of the study, it was revealed that both groups of patients/pharmacy patrons have common expectations or perceptions as to what is an "Ideal Pharmacy". The results also revealed that of the seven dimensions mentioned above, the three most important to patients/patrons are: attitude of pharmacy/pharmacist, convenient hours, and information management. In rating the "Pharmacy Used Today", Group A patrons gave lower ratings than Group B patrons in all dimensions except facilities. The variance between the "Pharmacy Used Today" and the "Ideal Pharmacy" is greater in Group A than in Group B. The results of this investigation indicate that the Group B patients/patrons have received greater amount of benefits of the "Bungyo" than Group A ones, although the fact is that most outpatients use pharmacies located adjacent to hospitals in order to obtain their medications.