The structural and process aspects of pharmacy quality: older adults' perceptions

Area of Science:

• Gerontology
• Pharmacy Practice
• Health Services Research

Background:

• Patient engagement in healthcare is increasing, making patient perceptions of quality crucial.
• The Donabedian model, previously applied to hospitals and nursing homes, is now used to assess pharmacy quality perceptions.
• Understanding older adults' views on pharmacy quality is essential for improving services.

Purpose of the Study:

• To explore older adults' perceptions and expectations of a quality community pharmacy.
• To identify factors influencing older adults' pharmacy choices.

Main Methods:

• A descriptive, exploratory study using six focus groups with adults aged 65 and older.
• Participants had filled a prescription at a community pharmacy within the last 90 days.
• Donabedian's structure, process, and outcome framework guided data analysis.

Main Results:

• Older adults define pharmacy quality primarily through 'process' domains, emphasizing patient-centered care, pharmacist communication, and interaction.
• While pharmacy location was a significant factor in choice, the pharmacist-patient relationship also played a role.
• Expectations focused on medication information, safety, and adherence support provided by the pharmacist.

Conclusions:

• Older adults perceive quality pharmacies based on 'process' elements, particularly patient-centered pharmacist care.
• Pharmacy location is important, but pharmacist patient-centeredness and quality processes are also key decision factors.
• Pharmacists should highlight 'process' features in quality reporting to align with patient expectations.