Exploring stakeholders' perspectives on the quality of services provided through community pharmacies.

Autor: Jakobsen AH; Clinical Pharmacy and Pharmacoepidemiology, Department of Pharmacy, Faculty of Health Sciences, UiT Arctic University of Norway, 9037, Tromsø, Norway. Electronic address: ann.h.jakobsen@uit.no., Småbrekke L; Clinical Pharmacy and Pharmacoepidemiology, Department of Pharmacy, Faculty of Health Sciences, UiT Arctic University of Norway, 9037, Tromsø, Norway. Electronic address: lars.smabrekke@uit.no., Chen TF; School of Pharmacy, Faculty of Medicine and Health, The University of Sydney, Australia. Electronic address: timothy.chen@sydney.edu.au., Halvorsen KH; Clinical Pharmacy and Pharmacoepidemiology, Department of Pharmacy, Faculty of Health Sciences, UiT Arctic University of Norway, 9037, Tromsø, Norway. Electronic address: kjell.h.halvorsen@uit.no.
Jazyk: angličtina
Zdroj: Research in social & administrative pharmacy : RSAP [Res Social Adm Pharm] 2023 Sep; Vol. 19 (9), pp. 1307-1313. Date of Electronic Publication: 2023 Jun 02.
DOI: 10.1016/j.sapharm.2023.05.015
Abstrakt: Introduction: It is important to understand the factors impacting the quality of services provided through community pharmacies. Exploring how key stakeholders perceive good quality in these services is a logical first step. This could also inform the development of quality measures, such as quality indicators (QIs).
Aim: To identify key stakeholders' perspectives on the quality of services provided through community pharmacies in Norway, specifically by exploring their experiences and perceptions about what constitutes good service quality.
Methods: A convenient sampling approach was used to recruit participants for five semi-structured focus groups from Facebook, pharmacy chains, and patient organizations. The interviews with twenty-six participants were conducted via Microsoft Teams. Interviews were transcribed verbatim, and an inductive thematic analysis with a reflexive approach was used.
Results: Four main themes emerged from the analysis; 1) sufficient and substantively suitable information to cover individual needs, 2) communication skills and relationships with the pharmacy professionals, 3) customer satisfaction with knowledgeable employees and conveniently located pharmacies, and 4) factors that affect the pharmacy working environment.
Conclusion: This study has identified areas that pharmacy professionals and customers regard as essential to define good quality of community pharmacy services. Effective communication skills, appropriate provision of information, customer satisfaction, and working environment are all essential factors when developing quality metrics for community pharmacies.
Competing Interests: Declaration of competing interest None.
(Copyright © 2023. Published by Elsevier Inc.)
Databáze: MEDLINE
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