Empirical Study on Influencing Factors for Evaluation of Medical Service and Intention to Revisit of Patient Perspective in Community Pharmacies
10.11256/jjdi.18.251
- VernacularTitle:保険薬局における患者視点での医療サービスの評価と 次回利用意向への影響要因に関する実証研究
- Author:
Susumu Sashima
;
Hidehiko Sakurai
;
Yousuke Sato
;
Takuya Wagatsuma
;
Yukitoshi Hayase
- Publication Type:Journal Article
- Keywords:
family pharmacy;
family pharmacist;
quality of medical service;
patient satisfaction
- From:Japanese Journal of Drug Informatics
2017;18(4):251-260
- CountryJapan
- Language:English
-
Abstract:
Objective: As a “family pharmacy and pharmacist,” high-quality medical service is demanded. Many patient satisfaction investigations are performed to evaluate community pharmacies, but it has been impossible until now to do so using an improvement index of the medical quality. Therefore, I investigated the influence and evaluation structure of two evaluation concepts regarding quality of medical service and patient satisfaction and intention to use again, which becomes the important key as a “family” pharmacy.
Methods: I used anonymous patient survey data gathered for the purpose of duties improvement in July 2009. I subjected the responses to factor and covariance structure analyses.
Results: Dates for four dimensions were obtained for factor analysis. As a whole, covariance structure analysis showed that, in terms of privacy and only for service quality, entertainment primarily influenced satisfaction. The ingestion instruction had a big effect on both sides. General satisfaction was also substantially influenced by service quality. The difference in influence degree was confirmed at each parameter.
Conclusion: It was found that not only satisfaction but also quality of service were equally demanded in community pharmacies. It is necessary to increase these because most are influenced by ingestion instruction as a factor in service quality. However, future investigation is necessary to clarify the detailed ingestion instruction contents.
