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Resilience in Urban Pharmacies: A Mixed-Methods Model for Performance and Patient Satisfaction During Crises.

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Summary

Pharmacy resilience is key for stable services during crises. This study proposes a model to enhance pharmacy readiness and patient satisfaction, crucial for public health emergencies.

Keywords:
Patient SatisfactionPharmacyPharmacy PerformanceResilience

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Area of Science:

  • Health Services Research
  • Pharmaceutical Policy
  • Public Health

Background:

  • Urban pharmacies are vital for medicine access and healthcare, especially during crises like the COVID-19 pandemic.
  • The specific roles and services of pharmacies and pharmacists during emergencies remain underexplored.

Purpose of the Study:

  • To propose a model for pharmaceutical policy reform.
  • To ensure the continuity of pharmacist-led services during health crises.

Main Methods:

  • A mixed-methods approach combining qualitative (15 expert interviews) and quantitative (330 pharmacy surveys) phases.
  • Thematic analysis for qualitative data; SPSS analysis for quantitative data measuring resilience, performance, and patient satisfaction.

Main Results:

  • Qualitative phase identified resilience, performance, and patient satisfaction as key themes.
  • Quantitative phase revealed significant positive correlations between pharmacy resilience, performance, and patient satisfaction.
  • Drug availability was significantly associated with pharmacy performance; manager's gender impacted resilience, performance, and satisfaction.

Conclusions:

  • Pharmacy resilience is crucial for operational stability and patient outcomes during health emergencies.
  • The proposed model offers a framework to enhance pharmacy readiness, response, and adaptive growth.
  • Integrating resilience strategies is recommended for policymakers and managers to ensure sustainable pharmacy performance and patient satisfaction in future crises.