[e-drug] Client's perception on the services provided at Public Pharmacies

e-drug
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E-DRUG: Client's perception on the services provided at Public Pharmacies
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dear E-druggers,

I am doing a study on the following topic: Client's perception on the services provided at Public Pharmacies. Can anyone provide any information on that subject area?

Anthony Kester Cyrus

Pharmacy Inspector
Ministry of Health
Ministerial Complex
Botanical Gardens
St. George's
GRENADA
Tel: 473 440-2962
Fax: 473 440-4127
kesterc@chemist.com

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E-DRUG: Client's perception on the services provided at Public Pharmacies (3)
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I am doing a study on the following topic: Client's
perception on the services provided at Public
Pharmacies. Can anyone provide any information on
that subject area?

It is possible to design questionniares for
patients/clients for them to fill in preferably as
they are about to exit the pharmacy. Identify items
which you wish to assess based on expectations of the
patients/clients and of adminstrators e.g.
quality/cleanliness of facilities; waiting times;
attitudes and abilities of staff and then ask the
patients/clients to rate each question e.g. Very
satisfied - Very unsatisfied. Allow open comments.
Validate and modify the questionnaire to make sure it
is sensitive enough (e.g. does the same person give
different answers at clean vs. dirty pharmacies). Most
powerful if repeated over time to see variability and
effects of interventions.

Regards

Douglas Ball

Dr. Douglas Ball BSc(Pharm), MSc, MMedSc(ClinEpid), PhD
Dept. of Pharmacy Practice
Faculty of Pharmacy, Health Sciences Center
University of Kuwait, PO Box 24923 Safat 13110
Kuwait
Tel: (965)531-2300 ext. 6073
Fax (work): (965)534-2807
E-mail: dball@hsc.edu.kw

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E-DRUG: Client's perception on the services provided at Public Pharmacies (4)
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Dear Kester,

I did some research as part of my MSc in Clinical Pharmacy degree (Uni. of
Manchester, UK) back in 1995, on the Customers' Perceptions of Counter
Medicines and the Strategies Employed to Reduce Perceived Risks. The
emphasis is however on perceived risks. It may not exactly be what u need
but should u require my paper, i could email it to you. [copyright applies]

There are not many publication on perceptions of services with regards to
public pharmacies.

The citations / references used in my thesis may be a bit out of date and
although not directly related to perception of services, but it may be a
good place to start if you are studying perception. And most research on
perceptions are in economic or marketing journals.

I've listed a few citations below that may be helpful to you (although
fairly old) -
1. Havelena WJ. DeSarbo Ws. On the measurement of perceived consumer risk.
Decision Sciences 1991; 22:927-39
2. Strutton HD. Lumpkin JR. Vitell SJ. The elderly's perceptions ofhte risk
of generic OTC medication. J Research in Pharmaceutical Economics 1992;4
#3:25 -

Regards

Wong Wai See
Senior Pharmacist
Hospital Pharmacy Services Section
Ministry of Health
Brunei Darussalam
ycwong@brunet.bn