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Customers' expectations and satisfaction with a pharmacy not providing advanced cognitive services
Miguel Angel Gastelurrutia1, Olatz Gil de San Vicente, Olaia Erauncetamurgil
1Community Pharmacy, Paseo de Larratxo, 98, San Sebastián, Guipuzcoa, 20017, Spain. magastelu@medynet.com
Pharmacy World & Science : PWS
|November 23, 2006
Summary
Customers reported high satisfaction with community pharmacy services, even without advanced professional cognitive services (APCS). Their expectations focused on drug availability and basic advice, indicating current distributive services meet their needs.
Area of Science:
- Pharmacy Practice
- Patient Satisfaction
- Healthcare Services
Background:
- Community pharmacies are crucial healthcare access points.
- Patient expectations shape their satisfaction with pharmacy services.
- The role of advanced professional cognitive services (APCS) in community settings is evolving.
Purpose of the Study:
- To evaluate customer expectations and satisfaction.
- To assess perceptions in a community pharmacy not offering APCS.
Main Methods:
- A non-validated questionnaire assessed expectations and satisfaction.
- An independent interviewer surveyed 61 individuals leaving the pharmacy.
- Data collected on two randomly selected days.
Main Results:
- High overall satisfaction with pharmacy services (mean 4.89/5).
- Top expectations included drug availability (4.97) and health advice (4.84).
- Seeking advice at the counter was rated easy (4.48); reduced waiting time was least prioritized (3.13).
Conclusions:
- High patient satisfaction exists even without APCS.
- Current distributive services meet perceived patient needs.
- Pharmacists should still consider implementing APCS, as patient expectations may be limited by current experiences.
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