The applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies

The objective of this work is to study the possibilities of the tetraclass model for the evaluation of the changes in the consumer satisfaction from the provided pharmacy services during the time. METHODS: Within the same 4 months period in 2004 and 2006 were questioned at approximately 10 pharmacy...

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Autores principales: Petrova, Guenka, Clerfeuille, Fabrice, Vakrilova, Milena, Mitkov, Cvetomir, Poubanne, Yannick
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Centro de Investigaciones y Publicaciones Farmaceuticas 2009
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Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4139752/
https://www.ncbi.nlm.nih.gov/pubmed/25147588
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author Petrova, Guenka
Clerfeuille, Fabrice
Vakrilova, Milena
Mitkov, Cvetomir
Poubanne, Yannick
author_facet Petrova, Guenka
Clerfeuille, Fabrice
Vakrilova, Milena
Mitkov, Cvetomir
Poubanne, Yannick
author_sort Petrova, Guenka
collection PubMed
description The objective of this work is to study the possibilities of the tetraclass model for the evaluation of the changes in the consumer satisfaction from the provided pharmacy services during the time. METHODS: Within the same 4 months period in 2004 and 2006 were questioned at approximately 10 pharmacy consumers per working day. Every consumer evaluated the 34 service elements on a 5 points semantic-differential scale. The technique of the correspondence data analysis was used for the categorisation of the services. RESULTS: Most of the services have been categorized as basic ones. For the age group up to 40 years the access to pharmacy became a key element and external aspects became a secondary element in 2006 year. For the group of patients that are using the services of the pharmacy for more than 2 years, availability of phone connection, quality of answers and product prices move from plus to secondary element. The ratio quality/price moves from the group of basic to key services, visibility of the prices and hygiene became basic elements from secondary ones. During the two years period, all the service elements connected with the staff as availability, identification, good looking, confidence, dressing, advices, technical competence, explanation, and time spent with clients remain basic services. The confidentiality of the staff remains always a key element. CONCLUSION: Our study shows that the tetraclass model allows taking more informed managerial decisions in the pharmacies, as well as, is providing information for the concrete area of services and possible measures. In case of a development of a simple statistical program for quick processing of the inquiry data, the method will became applicable and affordable even for small pharmacies.
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spelling pubmed-41397522014-08-21 The applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies Petrova, Guenka Clerfeuille, Fabrice Vakrilova, Milena Mitkov, Cvetomir Poubanne, Yannick Pharm Pract (Granada) Original Research The objective of this work is to study the possibilities of the tetraclass model for the evaluation of the changes in the consumer satisfaction from the provided pharmacy services during the time. METHODS: Within the same 4 months period in 2004 and 2006 were questioned at approximately 10 pharmacy consumers per working day. Every consumer evaluated the 34 service elements on a 5 points semantic-differential scale. The technique of the correspondence data analysis was used for the categorisation of the services. RESULTS: Most of the services have been categorized as basic ones. For the age group up to 40 years the access to pharmacy became a key element and external aspects became a secondary element in 2006 year. For the group of patients that are using the services of the pharmacy for more than 2 years, availability of phone connection, quality of answers and product prices move from plus to secondary element. The ratio quality/price moves from the group of basic to key services, visibility of the prices and hygiene became basic elements from secondary ones. During the two years period, all the service elements connected with the staff as availability, identification, good looking, confidence, dressing, advices, technical competence, explanation, and time spent with clients remain basic services. The confidentiality of the staff remains always a key element. CONCLUSION: Our study shows that the tetraclass model allows taking more informed managerial decisions in the pharmacies, as well as, is providing information for the concrete area of services and possible measures. In case of a development of a simple statistical program for quick processing of the inquiry data, the method will became applicable and affordable even for small pharmacies. Centro de Investigaciones y Publicaciones Farmaceuticas 2009 2009-03-15 /pmc/articles/PMC4139752/ /pubmed/25147588 Text en Copyright: © Pharmacy Practice http://creativecommons.org/licenses/by-nc-sa/3.0 This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY-NC-ND 3.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
spellingShingle Original Research
Petrova, Guenka
Clerfeuille, Fabrice
Vakrilova, Milena
Mitkov, Cvetomir
Poubanne, Yannick
The applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies
title The applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies
title_full The applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies
title_fullStr The applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies
title_full_unstemmed The applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies
title_short The applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies
title_sort applicability of the tetraclass model to the management of the patient satisfaction in the pharmacies
topic Original Research
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4139752/
https://www.ncbi.nlm.nih.gov/pubmed/25147588
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