Comparative analysis of pharmacy services based on newly developed evaluation index

This study was conducted to evaluate pharmacy services to patients or custo mers with prescriptions issued by large hospitals. The primary purpose of t his study is to assess patients' perceptions and expectations of pharmacy s ervices with a view to standardizing community pharmacies for better health care. Two groups of patients or pharmacy patrons were evaluated, i.e. thos e who utilized pharmacies adjacent to the hospitals (Group A) and those who utilized other community pharmacies (Group B). The survey consisted of 26 evaluation functions ranging from location to se rvices. Based on these functions, patients were requested to use a scale of 1 to 5 to rate the pharmacy they are currently using ("Pharmacy Used Today ") and their perception of an ''Ideal Pharmacy''. These evaluation function s were analyzed and classified into seven dimensions which formed the evalu ation index used in this study. These are: (1) availability of over-the-cou nter drugs, (2) availability of special services such as delivery of medici nes, acceptance of fax order, etc., (3) facilities, (4) convenient location , (5) attitude of pharmacy/pharmacist, (6) information management, and (7) convenient hours. In comparing the results of the study, it was revealed that both groups of patients/pharmacy patrons have common expectations or perceptions as to wha t is an "Ideal Pharmacy''. The results also revealed that of the seven dime nsions mentioned above, the three most important to patients/patrons are: a ttitude of pharmacy/pharmacist, convenient hours, and information managemen t. In rating the "Pharmacy Used Today", Group A patrons gave lower ratings than Group B patrons in all dimensions except facilities. The variance betw een the "Pharmacy Used Today" and the "Ideal Pharmacy" is greater in Group A than in Group B. The results of this investigation indicate that the Grou p B parients/patrons have received greater amount of benefits of the "Bungy o" than Group A ones, although the fact is that most outpatients use pharma cies located adjacent to hospitals in order to obtain their medications.