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Users satisfaction regarding the service provided in community pharmacies

2014Journal article Open access
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dc.contributor.authorPinto, Ana R.
dc.contributor.authorMachado, Andreia
dc.contributor.authorGonçalves, Elisabete
dc.contributor.authorSalsas, Luís
dc.contributor.authorVicente, Tiago
dc.contributor.authorRibeiro, Maria Isabel
dc.contributor.authorPinto, Isabel C.
dc.date.accessioned2014-02-05T10:50:19Z
dc.date.available2014-02-05T10:50:19Z
dc.date.issued2014
dc.description.abstractDuring 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 Pharmaciespor
dc.identifier.citationPinto, Ana R.; Machado, Andreia; Gonçalves, Elisabete; Salsa, Luís; Vicente, Tiago; Ribeiro, Maria Isabel; Pinto, Isabel C. (2014). Users satisfaction regarding the service provided in community pharmacies. Advances in Pharmacology and Pharmacy. ISSN 232-0036. 2, p. 18-29por
dc.identifier.issn2332-0036
dc.identifier.urihttp://hdl.handle.net/10198/9287
dc.language.isoengpor
dc.peerreviewedyespor
dc.publisherHorizon Research Publishing, USApor
dc.relation.ispartofseries2;
dc.subjectSatisfaçãopor
dc.subjectUsuáriospor
dc.subjectAtendimento ao clientepor
dc.subjectMonitoramento farmacoterapiapor
dc.subjectFarmácias comunitáriaspor
dc.titleUsers satisfaction regarding the service provided in community pharmaciespor
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage29por
oaire.citation.startPage18por
oaire.citation.titleAdvances in Pharmacology and Pharmacypor
oaire.citation.volume2por
person.familyNameRibeiro
person.familyNamePinto
person.givenNameMaria Isabel
person.givenNameIsabel C.
person.identifier2474707
person.identifier.ciencia-id8D1B-9409-7921
person.identifier.ciencia-id851B-247F-C650
person.identifier.orcid0000-0002-5425-006X
person.identifier.orcid0000-0003-4745-6489
person.identifier.scopus-author-id58492545800
rcaap.rightsopenAccesspor
rcaap.typearticlepor
relation.isAuthorOfPublicationcff96812-d440-40dc-b44f-998d48894fd0
relation.isAuthorOfPublication751d74ab-e27c-4713-97ba-62cad38d1890
relation.isAuthorOfPublication.latestForDiscovery751d74ab-e27c-4713-97ba-62cad38d1890

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