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Medicina is published by MDPI from Volume 54 Issue 1 (2018). Articles in this Issue were published by another publisher in Open Access under a CC-BY (or CC-BY-NC-ND) licence. Articles are hosted by MDPI on mdpi.com as a courtesy and upon agreement with Lithuanian Medical Association, Lithuanian University of Health Sciences, and Vilnius University.
Open AccessArticle

Pharmacy specialists’ attitudes toward pharmaceutical service quality at community pharmacies

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Department of Philosophy and Social Sciences, Medical Academy, Lithuanian University of Health Sciences
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Department of Drug Technology and Social Pharmacy, Medical Academy, Lithuanian University of Health Sciences, Lithuania
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Author to whom correspondence should be addressed.
Medicina 2010, 46(10), 686; https://doi.org/10.3390/medicina46100097
Received: 10 July 2009 / Accepted: 5 October 2010 / Published: 10 October 2010
Objective. The main objective of this study was to analyze pharmacy specialists’ attitudes toward the quality of pharmaceutical services at Lithuanian community pharmacies. Material and methods. Between April and June 2009, a total of 471 Lithuanian community pharmacy specialists completed a questionnaire designed to evaluate their attitudes toward the quality of pharmaceutical services at community pharmacies. The main dimensions of pharmaceutical service quality were extracted by principal component analysis.
Results
. Two main dimensions of pharmaceutical service quality were extracted: pharmacotherapeutic aspects (provision of information about drug therapy, possible side effects, health promotion, the amount of time spent with a patient, and the ascertainment that a patient understood the provided information) and socioeconomic aspects (considering patient’s needs and financial capabilities, making a patient confident with the services provided). Pharmacy specialists evaluated the quality of both dimensions positively, but the quality of the first dimension was rated significantly worse than that of the second dimension. The attitudes of pharmacy specialists working at independent pharmacies were more positive toward pharmacotherapeutic aspects as compared to the specialists working at chain or state pharmacies. Pharmacotherapeutic aspects were rated better by pharmacy specialists, aged ≥55 years, than those younger than 45 years. Moreover, the attitudes of 45–54-year-old pharmacy specialists toward the socioeconomic aspects were more positive as compared with those of 35–44-year olds. Pharmacists rated the socioeconomic aspects of pharmaceutical service quality worse as compared with pharmacy technicians. The attitudes of pharmacy specialists working at pharmacies with 6–9 specialists were more negative toward pharmacotherapeutic aspects than those of the pharmacies with 1–2 specialists. Pharmacy specialists working at pharmacies with ≥10 specialists reported lower scores of socioeconomic aspects as compared to those working at pharmacies with fewer specialists. Men evaluated both pharmacotherapeutic and socioeconomic aspects worse than women. The evaluation of pharmaceutical service quality did not differ by pharmacy location.
Conclusions. Two dimensions of pharmaceutical service quality were determined. According to Lithuanian pharmacy specialists, the quality of pharmacotherapeutic aspects at community pharmacies was worse than that of socioeconomic aspects. The evaluation of the quality of pharmaceutical service significantly differed according to the specialists’ sex, age, qualification, and type and size of pharmacies.
Keywords: pharmaceutical services; service quality; pharmacy specialists’ attitudes; community pharmacy pharmaceutical services; service quality; pharmacy specialists’ attitudes; community pharmacy
MDPI and ACS Style

Urbonas, G.; Jakušovaitė, I.; Savickas, A. Pharmacy specialists’ attitudes toward pharmaceutical service quality at community pharmacies. Medicina 2010, 46, 686.

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