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The 2001 National Pharmacy Consumer Survey
Andy Stergachis1, Lucinda L Maine, Lawrence Brown
1Department of Pharmacy, University of Washington, Seattle, USA. andy@formularyresources.com
Journal of the American Pharmaceutical Association (Washington, D.C. : 1996)
|August 2, 2002
Summary
Consumer satisfaction with pharmacy services is high, driven by convenience. Actively asking pharmacists for drug information further boosts satisfaction, making them a preferred source over online or print resources.
Area of Science:
- Pharmacy Practice
- Consumer Health Information
- Health Services Research
Background:
- Consumer choices in pharmacy services are influenced by convenience, price, and service quality.
- Understanding consumer information-seeking behaviors is crucial for effective health communication.
Purpose of the Study:
- To identify consumer pharmacy service utilization patterns.
- To determine consumer sources for health and prescription drug information.
- To evaluate consumer satisfaction with various information sources.
Main Methods:
- A telephone survey was conducted with 1,201 consumers.
- Participants had used the internet and filled prescriptions recently.
- Data collected on pharmacy patronage, information sources, and satisfaction levels.
Main Results:
- Convenience remains the primary factor for pharmacy selection, followed by price and service.
- High satisfaction rates were reported for prescription filling (85%) and refills (90%).
- Physicians and pharmacists are top drug information sources; consumers prefer them over print or online resources. 36% searched the internet for drug info.
Conclusions:
- Convenience is the key driver for pharmacy choice, with most consumers using a single pharmacy.
- Proactive engagement with pharmacists correlates with increased consumer satisfaction with pharmacy services.
- Pharmacists are a trusted and preferred source for prescription drug information.