Resumo

BOFILL PLACERES, Arturo; LóPEZ FERNANDEZ, Raúl  e  MURGUIDO SANTIESTEBAN, Yadira. Service Quality in the Iglesias Neighborhood Pharmacy in Matanzas according to Users’ Perception. Medisur [online]. 2016, vol.14, n.3, pp. 280-288. ISSN 1727-897X.

Background: the services provided by community pharmacies are part of Cuba’s comprehensive health system. Consequently, quality of pharmacy services should be constantly measured. Objective: to assess the quality of the services provided by the Iglesias neighborhood pharmacy. Methods: a descriptive correlational study was conducted. The sample (including 150 users) was obtained by using an unsystematic random selection of the pharmacy users. The Service Performance model was applied to identify the indicators that allowed assessing service quality in the pharmacy according to the users’ opinion. The study variables were the dimensions included in the model and their respective indicators, which were chosen based on expert opinion. Results: the explanation of possible adverse reactions and the availability of requested medicines were the indicators with the poorest ratings. The dimensions of the model with the lowest scores were reliability and responsiveness. Conclusion: in the assessment of the service provided by the Iglesias neighborhood pharmacy based on the users’ opinion, an indicator was rated as poor and four as fair, which reveals the presence of problems in the pharmacy service.

Palavras-chave : pharmacies; community pharmacy services; quality management; health services evaluation.

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