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Amaç: Sağlıkta Dönüşüm Programı sonrasında serbest eczaneler toplumun her kesimine artık sosyal güvence kapsamında eczacılık hizmeti sunmaya başlamıştır. Günümüzde eczaneler, sadece reçete içeriğinin hazırlanıp sunulduğu bir kurumdan ziyade erişilebilirliği, eczacıların eğitimi ve bilgileri ile ilaç veya sağlık danışmanlığı açısından toplumun önemli bir sağlık noktası haline gelmektedir. Bu süreçte hizmeti alan hastaların eczacılık hizmetlerinden memnuniyetleri ölçülerek bir durum değerlendirilmesi amaçlanmıştır. Gereç ve Yöntem: Ölçüm aracı olarak Sakharkar (2015) ve arkadaşları tarafından geliştirilen, Okuyan (2016) ve arkadaşları tarafından Türkçe geçerlilik güvenilirlik çalışması yapılan Eczacılık Hizmetleri ile ilgili Hasta Memnuniyeti Anketi (The Patient Satisfaction with Pharmacy Services Questionnaire-PSPSQ 2,0) kullanılmıştır. Ölçek Çorum il merkezinde yaşayan bireylere uygulanmıştır. Örneklem grubuna 445 kişi dâhil edilmiştir. Verilerin analizi için frekans testleri, hipotez ve çoklu karşılaştırma testleri kullanılmıştır. Sonuç ve Tartışma: Elde edilen sonuçlara göre, hastaların öğrenim durumu, eczane seçimindeki süreklilik, bakım kalitesi, iletişim ve genel memnuniyet durumları arasında ilişki tespit edilmiştir. Hasta ve eczacı arasındaki iyi iletişimin müşteri/hasta sadakatini olumlu etkileyeceği ve sonucunda kalitenin ve memnuniyetin artacağı göz önünde bulundurulmalıdır.
Goal: After the Health Transformation Program, free pharmacies have now begun to provide pharmaceutical services to every part of society within the framework of social security. Today, pharmacies are becoming an important health point in society in terms of accessibility, education and information of pharmacists and medicine or health advice, rather than a institution where the prescription content is prepared and offered. This process is aimed at measuring the satisfaction of patients receiving the service from the pharmaceutical services. Tool and Method: The Patient Satisfaction with Pharmacy Services Questionnaire-PSPSQ 2.0 (The Patient Satisfaction with Pharmacy Services Questionnaire) was developed by Sakharkar (2015) and his colleagues, and used by Reader (2016) and his colleagues in the Turkish validity reliability study. The measurement is applied to individuals living in the center of the province. 445 people were included in the group. Frequency tests, hypotheses and multiple comparison tests have been used for data analysis. Results and Debate: According to the results obtained, the relationship between the patient’s learning status, continuity in the choice of pharmacy, quality of care, communication and general satisfaction conditions has been identified. Good communication between the patient and the pharmacist should be considered to have a positive impact on the customer/patient loyalty and consequently increase the quality and satisfaction.
Objective: After Health Transformation Program, community pharmacies have started to provide pharmaceutical services to all society under social security. Today, pharmacies are becoming an important healthcare point of the community in terms of their accessibility, education and knowledge of pharmacists and medication or health consultancy, rather than a institution where only the prescription's content is prepared and presented. In this process, it was aimed to evaluate the situation of the patients who received the service by measuring their satisfaction with the pharmaceutical services. Material and Method: In study as a measuring tool 'The Patient Satisfaction with Pharmacy Services Questionnaire' (PSPSQ 2.0) was used which developed by Sakharkar (2015) et al. Turkish validity study was conducted by Okuyan (2016) and friends. The scale was applied to individuals living in the city center of Çorum. 445 people were included in the sample. Frequency tests, hypothesis and multiple comparison tests were used for data analysis. Result and Discussion: According to the results obtained, the relationship between education level of patients, continuity in the choice of pharmacy, quality of care, communication and general satisfaction were determined. It should be taken into consideration that good communication between patient and pharmacist will positively affect customer / patient loyalty and consequently quality and satisfaction will increase.
Alan : Sağlık Bilimleri
Dergi Türü : Uluslararası
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