ArticlePharmacy world & science : PWS2007
A survey of Estonian consumer expectations from the pharmacy service and a comparison with the opinions of pharmacists.
Article in Pharmacy world & science : PWS, 2007. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 11 papers, 2 of them syntheses that pooled it.
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Who cites it
11 citing papers in PubMed, 2 syntheses or guidelines pooled it.
- Developing a quality framework for community pharmacy: a systematic review of international literature.BMJ open · 2024Pooled it
- Systematic review on the effects of the physical and social aspects of community pharmacy spaces on service users and staff.Perspectives in public health · 2022Pooled it
- A new model for pharmacies? Insights from a quantitative study regarding the public's perceptions.BMC health services research · 2019Article
- What Do Customers Demand from Drug Stores in Japan? Construct Validity and Factor Structure of a Cross-Sectional Survey.Pharmacy (Basel, Switzerland) · 2018Article
- Community pharmacy customer segmentation based on factors influencing their selection of pharmacy and over-the-counter medicines.Saudi pharmaceutical journal : SPJ : the official publication of the Saudi Pharmaceutical Society · 2018Article
- The structural and process aspects of pharmacy quality: older adults' perceptions.International journal of clinical pharmacy · 2016Article
- Australian mental health consumers' and carers' experiences of community pharmacy service.Health expectations : an international journal of public participation in health care and health policy · 2015Article
- Assessing the effects of pharmacists' perceived organizational support, organizational commitment and turnover intention on provision of medication information at community pharmacies in Lithuania: a structural equation modeling approach.BMC health services research · 2015Article
- Public's attitudes towards community pharmacy in Qatar: a pilot study.Patient preference and adherence · 2011Article
- The applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies.Pharmacy practice · 2009Article
- Consumers' Perceptions About Pharmaceutical Care Provided by Community Pharmacists in China in Relation to Over-the-Counter Drugs: A Qualitative Study.Inquiry : a journal of medical care organization, provision and financingArticle
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2 authors.
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Abstract
objectiveTo assess the preferences of pharmacy customers when choosing a pharmacy and their expectations of the service, and comparing these with the opinions of pharmacists.
main outcome measureOpinion and satisfaction of community pharmacy clients in Estonia.
methodsA written survey was carried out among pharmacy customers (n=1979) in cities (in 3 community pharmacies), towns (in 2 community pharmacies), and in small towns (in 2 community pharmacies). The survey was also carried out among community pharmacists (n=135) in different regions of Estonia.
resultsWhen choosing a pharmacy, its location was considered most important, costs and wide choice are less important. The most important expectations of customers' included help choosing the right medicine, as well as professional consultation. Preferences and expectations of pharmacy customers depended on their age, gender and income. Parking space, quickness and pleasantness were considered important by men. Costs and wide choice were considered to be more important by women. Pharmacists wish to give patients more information, but they overestimate the importance of quick service. Customers favoured privacy, discretion and confidentiality more. These characteristics were especially important to younger well-paid people living in big cities.
conclusionIn contrast to the opinions offered by pharmacists', a rapid customer service is so not as important as the quality of service in pharmacy according to customers. They also emphasised that pharmacies should highlight the choice of products, quality of service, a professional consultation, as well as ensure privacy.
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