Dim, Ilja
Item type:Publication, conference paper[2022][T1e][M003][1]; The Joint International Scientific Practical Conference Contemporary Pharmacy: Issues, Challenges and Expectations 2022 - CPICE-PSP 2022 : abstract book : May 6th, 2022, Kaunas, Lithuania / Faculty of Pharmacy, Lithuanian University of Health Sciences ; Edited by: Jolita Stabrauskienė, Modestas Žilius. Kaunas : Lithuanian University of Health Sciences, 2022. ISBN 9789955157496., 2022-05-06, p. 39-39.Introduction: Patient satisfaction has become a driver of quality as affordable care organizations expand and health care market competition grows [1]. Patient satisfaction with the services provided in pharmacies is a good indicator of the quality of service, which makes it possible to assess whether pharmacies are meeting the expectations and needs of customers [2,3]. Aim: to investigate the factors which influence patient satisfaction with community pharmacy services Methods: The research has been conducted in Lithuania from June 2021 to February 2022. The qualitative method - semi-tructured interview was used. 14 interviews were taken, 6 hours of stories were transcribed, and 1760 lines of text analyzed. During the interview, residents were asked to share their experiences and expectations regarding the community pharmacy services and the factors that determine satisfaction with the provided services. Results: The results of the study revealed that patient satisfaction with pharmacy services depends on many factors: pharmacist professionalism, courtesy, benevolence, attentiveness, decency, smile, availability of products, prices, arrangement, pharmacy cleanliness, comfort, size, geographical location, and queues at pharmacies. It was possible to find out the expectations of pharmacy customers: obtain full information about products, reduce the price of goods, increase the number of pharmacists, increase the practice of vaccination in pharmacies, increase the use of natural substances, reduce advertising, issue the most suitable drugs for patients, increase the number of services, improve the service quality, and increase the competence of pharmacists. Opinions were expressed about satisfaction with the work of pharmacies, facilitation of the purchase of prescription drugs, reduction of the prices of goods, extension of the working hours of pharmacies and increase of the rest time of pharmacy staff. Conclusion: The results of the study show that the respondents were satisfied with the services provided in pharmacies, factors which influence the satisfaction were described.
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