Exploring stakeholders' perspectives on the quality of services provided through community pharmacies |
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| Affiliation: | 1. Clinical Pharmacy and Pharmacoepidemiology, Department of Pharmacy, Faculty of Health Sciences, UiT Arctic University of Norway, 9037, Tromsø, Norway;2. School of Pharmacy, Faculty of Medicine and Health, The University of Sydney, Australia;1. Department of Primary Care and Medical Education, Graduate School of Comprehensive Human Sciences, University of Tsukuba, 1-1-1, Tennodai, Tsukuba, Ibaraki, 305-8575, Japan;2. Department of Primary Care and Medical Education, Institute of Medicine, University of Tsukuba, 1-1-1, Tennodai, Tsukuba, Ibaraki, 305-8575, Japan;1. Divison of Pharmaceutical Outcomes and Policy, Eshelman School of Pharmacy, University of North Carolina, Chapel Hill, NC, USA;2. Division of Research, UNC Health Sciences at MAHEC, Asheville, NC, USA;3. Cecil G. Sheps Center for Health Services Research, University of North Carolina at Chapel Hill, Chapel Hill, NC, USA;4. Division of Global Health and Infectious Disease, University of North Carolina at Chapel Hill School of Medicine, Chapel Hill, NC, USA;1. School of Pharmacy, Faculty of Medicine and Health Sciences, Universitas Muhammadiyah Yogyakarta, Indonesia;2. Department of Pharmacology and Toxicology, College of Pharmacy, King Saud University, P.O. Box 55760, Riyadh, 11451, Saudi Arabia;3. Department of Biology and Ecology, Faculty of Science, University of Kragujevac, 34000, Kragujevac, Serbia;4. Department of Pharmaceutics, Faculty of Pharmacy, Universitas Gadjah Mada, Yogyakarta, Indonesia;5. Medical Study Program, Faculty of Medicine and Health Sciences, Universitas Muhammadiyah Yogyakarta, Indonesia;1. Pharmaceutical Research Group of the University of Granada, Faculty of Pharmacy, University of Granada, Granada, Spain;2. Carlos III Health Institute, National School of Occupational Medicine, Madrid, Spain;1. Geisinger/Prime Med, 790 Northern Blvd. Suite L, Clarks Summit, PA, 18411, USA;2. Geisinger Medical Center, 100 N Academy Avenue, Danville, PA, 17822, USA;3. Geisinger Telepharmacy, 58-60 Public Square, Wilkes-Barre, PA, 18701, USA;4. Geisinger 65 Forward State College, 293 Patriot Lane, State College, PA, 16803, USA;5. Wilkes University Nesbitt School of Pharmacy, 84 West South Street, Wilkes-Barre, PA, 18766, USA;1. Department of Psychology, Emma Eccles Jones College of Education and Human Services, Utah State University, Logan, USA;2. Department of Psychological Medicine, University of Auckland, Auckland City Hospital, 2 Park Road, Grafton, Auckland, 1142, New Zealand |
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| Abstract: | ![]()
IntroductionIt 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).AimTo 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.MethodsA 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.ResultsFour 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.ConclusionThis 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. |
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| Keywords: | Quality measurements Community pharmacy service Service quality Qualitative methods Focus groups |
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