Publicação
Users satisfaction regarding the service provided in community pharmacies
| Resumo: | During the last century, the pharmacy professionals have significantly being professionalized, the user is a high priority and not just limited to the sale of pharmaceuticals. As such, it is necessary to know the users, their needs and expectations, their opinions and preferences. This transversal study, observational, correlational, aimed to: determine the degree of satisfaction with the attendance in community pharmacies, if there is a relationship between factors of a personal nature (age and gender) and satisfaction, trying to identify which aspects improve in order to increase satisfaction levels. The sample consisted of 525 respondents. Data collection was conducted in the period from October 2012 to January 2013 in four locations in northern Portugal. It was used a questionnaire consisting of three parts: the first contained items of personal characterization, the second consisted of the scale "Pharmacy Services Questionnaire" (FSQ) validated for the Portuguese language, developed by Larson et al. (2002) and the last had questions about the respondents' opinion. The results showed that the degree of satisfaction with the services of community pharmacies was in majority an average to 39 % and good for 46,1% . Having in mind the factor by gender, females showed a higher degree of satisfaction. Regarding the age group, older users had the highest degree of satisfaction. It was concluded that, generally, community pharmacies bring a higher degree of satisfaction in the older and the female users. "How the pharmacy professionals explain possible side effects" and "how the pharmacy professional answers your questions.", are the two aspects that must be improved to achieve a higher degree of satisfaction. KEYWORDS Satisfaction, Users, Customer Service, Pharmacotherapy Monitoring, Community Pharmacies |
|---|---|
| Autores principais: | Pinto, Ana R. |
| Outros Autores: | Machado, Andreia; Gonçalves, Elisabete; Salsas, Luís; Vicente, Tiago; Ribeiro, Maria Isabel; Pinto, Isabel C. |
| Assunto: | Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
| Ano: | 2014 |
| País: | Portugal |
| Tipo de documento: | artigo |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Instituto Politécnico de Bragança |
| Idioma: | inglês |
| Origem: | Biblioteca Digital do IPB |
| _version_ | 1867172706153136128 |
|---|---|
| author | Pinto, Ana R. |
| author2 | Machado, Andreia Gonçalves, Elisabete Salsas, Luís Vicente, Tiago Ribeiro, Maria Isabel Pinto, Isabel C. |
| author2_role | author author author author author author |
| author_facet | Pinto, Ana R. Machado, Andreia Gonçalves, Elisabete Salsas, Luís Vicente, Tiago Ribeiro, Maria Isabel Pinto, Isabel C. |
| author_role | author |
| contributor_name_str_mv | Biblioteca Digital do IPB |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Pinto, Ana R.\"},{\"Person.name\":\"Machado, Andreia\"},{\"Person.name\":\"Gonçalves, Elisabete\"},{\"Person.name\":\"Salsas, Luís\"},{\"Person.name\":\"Vicente, Tiago\"},{\"Person.name\":\"Ribeiro, Maria Isabel\",\"Person.identifier.orcid\":\"0000-0002-5425-006X\"},{\"Person.name\":\"Pinto, Isabel C.\",\"Person.identifier.orcid\":\"0000-0003-4745-6489\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Biblioteca Digital do IPB |
| datacite.creators.creator.creatorName.fl_str_mv | Pinto, Ana R. Machado, Andreia Gonçalves, Elisabete Salsas, Luís Vicente, Tiago Ribeiro, Maria Isabel Pinto, Isabel C. |
| datacite.date.Accepted.fl_str_mv | 2014-01-01T00:00:00Z |
| datacite.date.available.fl_str_mv | 2014-02-05T10:50:19Z |
| datacite.date.embargoed.fl_str_mv | 2014-02-05T10:50:19Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
| datacite.titles.title.fl_str_mv | Users satisfaction regarding the service provided in community pharmacies |
| dc.contributor.none.fl_str_mv | Biblioteca Digital do IPB |
| dc.creator.none.fl_str_mv | Pinto, Ana R. Machado, Andreia Gonçalves, Elisabete Salsas, Luís Vicente, Tiago Ribeiro, Maria Isabel Pinto, Isabel C. |
| dc.date.Accepted.fl_str_mv | 2014-01-01T00:00:00Z |
| dc.date.available.fl_str_mv | 2014-02-05T10:50:19Z |
| dc.date.embargoed.fl_str_mv | 2014-02-05T10:50:19Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10198/9287 |
| dc.language.none.fl_str_mv | eng |
| dc.publisher.none.fl_str_mv | Horizon Research Publishing, USA |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
| dc.title.fl_str_mv | Users satisfaction regarding the service provided in community pharmacies |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_6501 |
| description | During the last century, the pharmacy professionals have significantly being professionalized, the user is a high priority and not just limited to the sale of pharmaceuticals. As such, it is necessary to know the users, their needs and expectations, their opinions and preferences. This transversal study, observational, correlational, aimed to: determine the degree of satisfaction with the attendance in community pharmacies, if there is a relationship between factors of a personal nature (age and gender) and satisfaction, trying to identify which aspects improve in order to increase satisfaction levels. The sample consisted of 525 respondents. Data collection was conducted in the period from October 2012 to January 2013 in four locations in northern Portugal. It was used a questionnaire consisting of three parts: the first contained items of personal characterization, the second consisted of the scale "Pharmacy Services Questionnaire" (FSQ) validated for the Portuguese language, developed by Larson et al. (2002) and the last had questions about the respondents' opinion. The results showed that the degree of satisfaction with the services of community pharmacies was in majority an average to 39 % and good for 46,1% . Having in mind the factor by gender, females showed a higher degree of satisfaction. Regarding the age group, older users had the highest degree of satisfaction. It was concluded that, generally, community pharmacies bring a higher degree of satisfaction in the older and the female users. "How the pharmacy professionals explain possible side effects" and "how the pharmacy professional answers your questions.", are the two aspects that must be improved to achieve a higher degree of satisfaction. KEYWORDS Satisfaction, Users, Customer Service, Pharmacotherapy Monitoring, Community Pharmacies |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | article |
| fulltext.url.fl_str_mv | https://bibliotecadigital.ipb.pt/bitstreams/256a4015-fcc6-4897-bb35-7324498e8e59/download |
| id | ipb_7ff8c2d1a64b04058d8cb9e38265cdc2 |
| identifier.url.fl_str_mv | http://hdl.handle.net/10198/9287 |
| instacron_str | ipb |
| institution | Instituto Politécnico de Bragança |
| instname_str | Instituto Politécnico de Bragança |
| language | eng |
| network_acronym_str | ipb |
| network_name_str | Biblioteca Digital do IPB |
| oai_identifier_str | oai:bibliotecadigital.ipb.pt:10198/9287 |
| organization_str_mv | urn:organizationAcronym:ipb |
| person_str_mv | Pinto, Ana R. Machado, Andreia Gonçalves, Elisabete Salsas, Luís Vicente, Tiago Ribeiro, Maria Isabel Ribeiro, Maria Isabel https://www.ciencia-id.pt/8D1B-9409-7921 8D1B-9409-7921 http://orcid.org/0000-0002-5425-006X 0000-0002-5425-006X Pinto, Isabel C. Pinto, Isabel C. https://www.ciencia-id.pt/851B-247F-C650 851B-247F-C650 http://orcid.org/0000-0003-4745-6489 0000-0003-4745-6489 |
| publishDate | 2014 |
| publisher.none.fl_str_mv | Horizon Research Publishing, USA |
| reponame_str | Biblioteca Digital do IPB |
| repository_id_str | urn:repositoryAcronym:ipb |
| service_str_mv | urn:repositoryAcronym:ipb |
| spelling | engHorizon Research Publishing, USAporDuring the last century, the pharmacy professionals have significantly being professionalized, the user is a high priority and not just limited to the sale of pharmaceuticals. As such, it is necessary to know the users, their needs and expectations, their opinions and preferences. This transversal study, observational, correlational, aimed to: determine the degree of satisfaction with the attendance in community pharmacies, if there is a relationship between factors of a personal nature (age and gender) and satisfaction, trying to identify which aspects improve in order to increase satisfaction levels. The sample consisted of 525 respondents. Data collection was conducted in the period from October 2012 to January 2013 in four locations in northern Portugal. It was used a questionnaire consisting of three parts: the first contained items of personal characterization, the second consisted of the scale "Pharmacy Services Questionnaire" (FSQ) validated for the Portuguese language, developed by Larson et al. (2002) and the last had questions about the respondents' opinion. The results showed that the degree of satisfaction with the services of community pharmacies was in majority an average to 39 % and good for 46,1% . Having in mind the factor by gender, females showed a higher degree of satisfaction. Regarding the age group, older users had the highest degree of satisfaction. It was concluded that, generally, community pharmacies bring a higher degree of satisfaction in the older and the female users. "How the pharmacy professionals explain possible side effects" and "how the pharmacy professional answers your questions.", are the two aspects that must be improved to achieve a higher degree of satisfaction. KEYWORDS Satisfaction, Users, Customer Service, Pharmacotherapy Monitoring, Community Pharmaciesapplication/pdfporUsers satisfaction regarding the service provided in community pharmaciesPinto, Ana R.Machado, AndreiaGonçalves, ElisabeteSalsas, LuísVicente, TiagoPersonalRibeiro, Maria IsabelDSpacehttp://dspace.org/items/cff96812-d440-40dc-b44f-998d48894fd0DSpacehttp://dspace.org/items/cff96812-d440-40dc-b44f-998d48894fd0RibeiroMaria IsabelCiência IDhttps://www.ciencia-id.pt8D1B-9409-7921ORCIDhttp://orcid.org0000-0002-5425-006XScopus Author IDhttps://www.scopus.com58492545800PersonalPinto, Isabel C.DSpacehttp://dspace.org/items/751d74ab-e27c-4713-97ba-62cad38d1890DSpacehttp://dspace.org/items/751d74ab-e27c-4713-97ba-62cad38d1890PintoIsabel C.Ciência IDhttps://www.ciencia-id.pt851B-247F-C650ORCIDhttp://orcid.org0000-0003-4745-6489HostingInstitutionOrganizationalBiblioteca Digital do IPBe-mailmailto:dspace@ipb.ptdspace@ipb.ptISSNIsPartOf2332-00362014-02-05T10:50:19Z20142014-01-01T00:00:00ZHandlehttp://hdl.handle.net/10198/9287http://purl.org/coar/access_right/c_abf2open accessSatisfaçãoUsuáriosAtendimento ao clienteMonitoramento farmacoterapiaFarmácias comunitárias517307 bytesliteraturehttp://purl.org/coar/resource_type/c_6501journal articlehttp://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://bibliotecadigital.ipb.pt/bitstreams/256a4015-fcc6-4897-bb35-7324498e8e59/downloadAdvances in Pharmacology and Pharmacy21829 |
| spellingShingle | Users satisfaction regarding the service provided in community pharmacies Pinto, Ana R. Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
| status | SINGLETON |
| subject.fl_str_mv | Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
| title | Users satisfaction regarding the service provided in community pharmacies |
| title_full | Users satisfaction regarding the service provided in community pharmacies |
| title_fullStr | Users satisfaction regarding the service provided in community pharmacies |
| title_full_unstemmed | Users satisfaction regarding the service provided in community pharmacies |
| title_short | Users satisfaction regarding the service provided in community pharmacies |
| title_sort | Users satisfaction regarding the service provided in community pharmacies |
| topic | Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
| topic_facet | Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
| url | http://hdl.handle.net/10198/9287 |
| visible | 1 |