Open AccessPatients´ perception of the quality of community pharmacy services using the critical incident technique
Author(s) -
Ingrid Kummer,
Jovana Mudrić,
Tamara Čikarić,
Ljiljana Tasić,
Andrijana Milošević-Georgiev,
Valentina Marinković
Publication year - 2022
Publication title -
vojnosanitetski pregled
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.123
H-Index - 19
eISSN - 2406-0720
pISSN - 0042-8450
DOI - 10.2298/vsp200518123k
Subject(s) - pharmacy , thematic analysis , pharmacist , qualitative research , critical incident technique , medicine , perception , quality (philosophy) , community pharmacy , medical education , service (business) , family medicine , nursing , psychology , marketing , business , social science , philosophy , epistemology , neuroscience , sociology
/ Aim. The Critical Incident Technique (CIT) is a qualitative research method for measuring consumer satisfaction by collecting and analysing 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 study aimed to examine patients' perceptions of an incident 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 CIT was conducted in three pharmacies in Serbia, on the territory of Krusevac city. The entire course of the interviews was recorded, which provided detailed research. Results. A total 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 pharmacists in community pharmacies. The following thematic clusters of pharmacy services were covered: accessibility of community-based pharmaceutical services, pharmacist behaviour, patient counselling, dispensing of drugs and / or medical devices, compounding, and pharmacy sales / commercial practice. Conclusion. The results show that CIT is a useful tool for evaluating and improving pharmaceutical services. Based on the data collected, various aspects of community pharmacy services can be improved and further research should be carried out.