Patients´ perception of the quality of community pharmacy services using the critical incident technique
| Autor: | Jovana Mudrić, Ljiljana Tasić, Ingrid Kummer, Tamara Čikarić, Valentina Marinković, Andrijana Milošević-Georgiev |
|---|---|
| Rok vydání: | 2022 |
| Předmět: |
pharmacy
apoteka patient satisfaction media_common.quotation_subject pharmacists Pharmacist Pharmacy bolesnik zadovoljstvo Patient satisfaction apoteka javna usluge farmaceuti ankete i upitnici Pharmacology (medical) Quality (business) media_common Service (business) Medical education business.industry community pharmacy services Community pharmacy surveys and questionnaires business Psychology Critical Incident Technique Qualitative research |
| Zdroj: | Vojnosanitetski pregled Vojnosanitetski pregled (2022) 79(6):605-612 |
| ISSN: | 2406-0720 0042-8450 |
| Popis: | Background/Aim. The Critical Incident Technique (CIT) is a qualitative research method for measuring con- sumer satisfaction by collecting and analyzing information on participants and their activities. This method allows participants to present their detailed experiences related to a particular service in the way they perceive them. The aim of this study was to examine patients' perceptions of an incident that occurred in community pharmacies using CIT and determine recommendations for improving the quality of pharmacy services. Methods. A qualitative study using an interview based on the CIT was conducted in three pharmacies in Serbia, on the territory of Kruševac city. The entire course of the interviews was audio- recorded, which provided detailed research. Results. A to- tal of 68 critical incidents were collected and divided into two groups: positive (37) and negative (31), depending on the (dis)satisfaction of patients with the services of phar- macists in community pharmacies. The following thematic clusters of pharmacy services were covered: accessibility of community-based pharmaceutical services, pharmacist be- havior, patient counseling, dispensing drugs and/or medi- cal devices, compounding, and pharmacy sales/commercial practice. Conclusion. The results show that the CIT is a useful tool for evaluating and improving pharmaceutical services. Based on the data collected, vari- ous aspects of community pharmacy services can be im- proved, and further research should be carried out. Uvod/Cilj. Tehnika kritičnih incidenata (TKI) je kvalita- tivna metoda istraživanja z a merenje zadovoljstva klije- nata putem prikupljanja i analiziranja podataka o učesnicima i njihovim aktivnostima. Ta metoda omogućava učesnicima u istraživanju da predstave detalje o svojim iskustvima povezanim sa određenom uslugom, na način na koji ih dož ivljavaju. Cilj studije bio je da se ispita percepcija pacijenata o incidentu koji se desio u javnim apotekama korišćenjem TKI i da se predlože pre- poruke za poboljšanje kvaliteta farmaceutskih usluga. Metode. Kvalitativna studija pomoću intervjua zasno- vanog na TKI sprovedena je u tri apoteke u Srbiji, na ter- itoriji grada Kruševca. Ceo tok intervjua sniman je pomoću diktafona čime je obezbeđeno detaljno istraživanje. Rezultati. Ukupno je prikupljeno 68 kritičnih incidenata i podeljeno u dve grupe: pozitivne (37) i negativne (31), zavisno od (ne)zadovoljstva klije- nata uslugama farmaceuta u apotekama. Obuhvaćeni su sledeći aspekti usluga u apoteci: dostupnost farma- ceutskih usluga u zajednici, ponašanje farmaceuta, savetovanje pacijenata, izdavanje lekova i/ili medicinskih sredstava, rastvaranje lekova i prodaja/komercijalna praksa farmaceuta. Zaključak. Rezultati pokazuju da je TKI korisno sredstvo za procenu i unapređenje farma- ceutskih usluga. Različiti aspekti usluga u javnoj apoteci se mogu poboljšati što zahteva dalja istraživanja zado- voljstva pacijenata kvalitetom farmaceutske usluge. |
| Databáze: | OpenAIRE |
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