Mackowiak J I, Manasse H R
Am J Hosp Pharm. 1984 Jun;41(6):1140-6.
Expectation for and satisfaction with pharmaceutical services reported by patrons of an office-practice pharmacy were compared with those of patrons of a traditional pharmacy. In a rural town served by a traditional pharmacy and an office-practice pharmacy, questionnaires were sent in May 1980 to 25% of the households listed in the telephone directory. The questionnaire elicited respondent characteristics, pharmacy-use patterns, and expectation and satisfaction levels for 16 pharmaceutical services described in the APhA- AACP standards of practice. Overall mean expectation and satisfaction scores were computed. Sixty-two percent of the 529 questionnaires were returned. Of the respondents, 39% patronized the office practice exclusively, 44% the traditional pharmacy. Patrons of the office practice expressed significantly higher expectation and satisfaction scores than patrons of the traditional pharmacy. Patrons of the office-practice pharmacy also reported more frequent consultation with a pharmacist regarding drug-therapy and health issues. Controlling for the frequency of contact, office-practice patrons still reported higher expectation and satisfaction scores. Only 18% of office-practice patrons reported purchasing nonprescription drugs in a pharmacy compared with 42% of the patrons of the traditional pharmacy. By providing pharmacist contact in an appropriate ambulatory setting, increased patient satisfaction with and expectations for pharmaceutical services may ensue.
将诊所药房顾客对药学服务的期望及满意度与传统药房顾客的进行了比较。在一个有一家传统药房和一家诊所药房的乡村小镇，1980年5月向电话簿中列出的25%的家庭发送了调查问卷。该问卷收集了受访者的特征、药房使用模式以及对美国药学协会-美国药学院协会执业标准中描述的16项药学服务的期望和满意度水平。计算了总体平均期望和满意度得分。529份问卷中有62%被收回。在受访者中，39%只光顾诊所药房，44%光顾传统药房。诊所药房的顾客表达出的期望和满意度得分显著高于传统药房的顾客。诊所药房的顾客还报告称，就药物治疗和健康问题与药剂师的咨询更为频繁。在控制接触频率后，诊所药房的顾客仍报告有更高的期望和满意度得分。只有18%的诊所药房顾客报告在药房购买非处方药，而传统药房顾客的这一比例为42%。通过在合适的门诊环境中提供药剂师接触，可能会提高患者对药学服务的满意度和期望。
