Patients´ perception of the quality of community pharmacy services using the critical incident technique
Background/Aim. The Critical Incident Technique (CIT) is a qualitative research method for measuring consumer satisfaction by collecting and analyzing information on participants and their activities. This method allows participants to present their detailed experiences related to a particular servi...
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| Format: | Article |
| Language: | English |
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Ministry of Defence of the Republic of Serbia, University of Defence, Belgrade
2022-01-01
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| Series: | Vojnosanitetski Pregled |
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| Online Access: | http://www.doiserbia.nb.rs/img/doi/0042-8450/2022/0042-84502000123K.pdf |
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| author | Kummer Ingrid Mudrić Jovana Čikarić Tamara Tasić Ljiljana Milošević-Georgiev Andrijana Marinković Valentina |
| author_facet | Kummer Ingrid Mudrić Jovana Čikarić Tamara Tasić Ljiljana Milošević-Georgiev Andrijana Marinković Valentina |
| author_sort | Kummer Ingrid |
| collection | DOAJ |
| description | Background/Aim. The Critical Incident Technique (CIT) is a qualitative research method for measuring consumer satisfaction by collecting and analyzing 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 aim of this study was to examine patients' perceptions of an incident that 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 the CIT was conducted in three pharmacies in Serbia, on the territory of Kruševac city. The entire course of the interviews was audio-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 behavior, patient counseling, dispensing drugs and/or medical devices, compounding, and pharmacy sales/commercial practice. Conclusion. The results show that the 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. |
| format | Article |
| id | doaj-art-090bbb483aed46df9857dcaffc38eb97 |
| institution | OA Journals |
| issn | 0042-8450 2406-0720 |
| language | English |
| publishDate | 2022-01-01 |
| publisher | Ministry of Defence of the Republic of Serbia, University of Defence, Belgrade |
| record_format | Article |
| series | Vojnosanitetski Pregled |
| spelling | doaj-art-090bbb483aed46df9857dcaffc38eb972025-08-20T01:58:46ZengMinistry of Defence of the Republic of Serbia, University of Defence, BelgradeVojnosanitetski Pregled0042-84502406-07202022-01-0179660561210.2298/VSP200518123K0042-84502000123KPatients´ perception of the quality of community pharmacy services using the critical incident techniqueKummer Ingrid0Mudrić Jovana1Čikarić Tamara2Tasić Ljiljana3https://orcid.org/0000-0001-9584-0341Milošević-Georgiev Andrijana4Marinković Valentina5Zagreb City Pharmacies, Zagreb, CroatiaUniversity of Belgrade, Faculty of Pharmacy, Department of Social Pharmacy and Pharmaceutical Legislation, Belgrade, SerbiaUniversity of Belgrade, Faculty of Pharmacy, Department of Social Pharmacy and Pharmaceutical Legislation, Belgrade, SerbiaUniversity of Belgrade, Faculty of Pharmacy, Department of Social Pharmacy and Pharmaceutical Legislation, Belgrade, SerbiaUniversity of Belgrade, Faculty of Pharmacy, Department of Social Pharmacy and Pharmaceutical Legislation, Belgrade, SerbiaUniversity of Belgrade, Faculty of Pharmacy, Department of Social Pharmacy and Pharmaceutical Legislation, Belgrade, SerbiaBackground/Aim. The Critical Incident Technique (CIT) is a qualitative research method for measuring consumer satisfaction by collecting and analyzing 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 aim of this study was to examine patients' perceptions of an incident that 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 the CIT was conducted in three pharmacies in Serbia, on the territory of Kruševac city. The entire course of the interviews was audio-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 behavior, patient counseling, dispensing drugs and/or medical devices, compounding, and pharmacy sales/commercial practice. Conclusion. The results show that the 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.http://www.doiserbia.nb.rs/img/doi/0042-8450/2022/0042-84502000123K.pdfcommunity pharmacy servicespatient satisfactionpharmacistspharmacysurveys and questionnaires |
| spellingShingle | Kummer Ingrid Mudrić Jovana Čikarić Tamara Tasić Ljiljana Milošević-Georgiev Andrijana Marinković Valentina Patients´ perception of the quality of community pharmacy services using the critical incident technique Vojnosanitetski Pregled community pharmacy services patient satisfaction pharmacists pharmacy surveys and questionnaires |
| title | Patients´ perception of the quality of community pharmacy services using the critical incident technique |
| title_full | Patients´ perception of the quality of community pharmacy services using the critical incident technique |
| title_fullStr | Patients´ perception of the quality of community pharmacy services using the critical incident technique |
| title_full_unstemmed | Patients´ perception of the quality of community pharmacy services using the critical incident technique |
| title_short | Patients´ perception of the quality of community pharmacy services using the critical incident technique |
| title_sort | patients´ perception of the quality of community pharmacy services using the critical incident technique |
| topic | community pharmacy services patient satisfaction pharmacists pharmacy surveys and questionnaires |
| url | http://www.doiserbia.nb.rs/img/doi/0042-8450/2022/0042-84502000123K.pdf |
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