探索利益相关者对社区药房提供的服务质量的看法
Ann Helen Jakobsen1, Lars Småbrekke1, Timothy F Chen2
1Clinical Pharmacy and Pharmacoepidemiology, Department of Pharmacy, Faculty of Health Sciences, UiT Arctic University of Norway, 9037, Tromsø, Norway.
Research in social & administrative pharmacy : RSAP
|June 9, 2023
概括
挪威的关键利益相关者通过信息,沟通和客户满意度来看待社区药房的质量. 这些因素对于开发有效的药房服务质量指标至关重要.
科学领域:
- 制药服务 研究 研究 医药服务
- 改善医疗保健质量 改善医疗保健质量
- 社会药房 社会药房
背景情况:
- 了解社区药房服务质量对于医疗保健提供至关重要.
- 利益相关者的观点对于制定有意义的质量措施至关重要.
- 质量指标 (QI) 需要从体验服务的人那里获得投入.
研究的目的:
- 探索利益相关者对挪威社区药房服务质量的看法.
- 从用户和提供者的角度来看,确定定义良好服务质量的关键要素.
- 为社区药房制定质量指标提供信息.
主要方法:
- 进行了五个半结构化的焦点小组,共有26名参与者.
- 参与者通过社交媒体,连锁药店和患者组织招募.
- 采用了对完整采访成绩单的诱导性主题分析.
主要成果:
- 出现了四个主要主题:信息充足性,沟通和关系,客户满意度和药房的工作环境.
- 充分和相关的信息是个体患者需求的关键.
- 有效的沟通,知识博的员工和方便的位置有助于客户满意度.
结论:
- 社区药房质量的重要因素包括沟通,信息提供,客户满意度和工作环境.
- 这些已识别的元素对于开发可靠的质量指标至关重要.
- 该研究强调了社区药房服务供应需要改进的领域.
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