Healthcare Service Quality Evaluated Using the Degree of Satisfaction of Patients in Romanian Community Pharmacies

Abstract

Community pharmacy has evolved a lot in recent years in terms of pharmaceutical services and marketing policies applied in Romania. This study aimed to evaluate the degree of patient satisfaction in community pharmacies in Iași, Romania correlated with the frequency of returning to the pharmacy, level of education, gender, and stress level at the time when the pharmacist dispenses the medication. A total of 30 community pharmacies were involved, and in a period of three months, they issued questionnaires to patients. 722 patients responded, and to verify the first research hypothesis, the Pearson correlation was applied. Statistical analysis revealed that there is a negative, medium-level, and significant correlation between the level of satisfaction with pharmaceutical services and the frequency of visits to the pharmacy, r = −0.342, p p < 0.0001. The degree of patient satisfaction is influenced by the quality of the basic pharmaceutical service offered, by the frequency of visits to the pharmacy, by the level of stress, and by social class.

Keywords

• pharmaceutical services
• patient satisfaction
• community pharmacy marketing
• patient expectations in the pharmacy