ABSTRACT
<b>Objective: </b>As a “family pharmacy and pharmacist,” high-quality medical service is demanded. Many patient satisfaction investigations are performed to evaluate community pharmacies, but it has been impossible until now to do so using an improvement index of the medical quality. Therefore, I investigated the influence and evaluation structure of two evaluation concepts regarding quality of medical service and patient satisfaction and intention to use again, which becomes the important key as a “family” pharmacy.<br><b>Methods: </b>I used anonymous patient survey data gathered for the purpose of duties improvement in July 2009. I subjected the responses to factor and covariance structure analyses.<br><b>Results: </b>Dates for four dimensions were obtained for factor analysis. As a whole, covariance structure analysis showed that, in terms of privacy and only for service quality, entertainment primarily influenced satisfaction. The ingestion instruction had a big effect on both sides. General satisfaction was also substantially influenced by service quality. The difference in influence degree was confirmed at each parameter.<br><b>Conclusion: </b>It was found that not only satisfaction but also quality of service were equally demanded in community pharmacies. It is necessary to increase these because most are influenced by ingestion instruction as a factor in service quality. However, future investigation is necessary to clarify the detailed ingestion instruction contents.
ABSTRACT
<b>Objective: </b>Many studies on patient satisfaction are conducted in community pharmacies. In contrast, the present study assess the community pharmacy function and to the best of our knowledge, appears to be the first to evaluate the professional functions of pharmacists.<br><b>Methods: </b>In September 2010, in 1 week, we conducted a survey that focused on pharmacists’ professional abilities. I subjected the responses to factor analysis and covariance structure analysis.<br><b>Results: </b>We obtained 2,506 effective responses (appropriately completed and returned questionnaires) of the 4,633 questionnaires originally distributed. Data of seven dimensions were obtained for factor analysis. In all, the various information provision services rendered by a pharmacist were not significant. According to the covariance structure analysis, “safety” (a pharmaceutical management item) and “responsiveness” (a complimentary element) were significant factors. Differences in the degree of influence were confirmed for each parameter in the analysis, depending on the parameter. In addition, the information provision services were significant during the acute period.<br><b>Conclusion: </b>Because the information provision services were not significant, the influence of “asymmetric information” warrant further analysis according to the specialty. I believe that it is necessary to examine asymmetric information in greater detail in the future. In addition, I think that an interventional study that is based on these results is also necessary.