Quality of Pharmaceutical Services in Independent Pharmacies and Pharmacy Chains in Poland from the Patient Perspective

Abstract

Introduction

Patient satisfaction is a key factor in the evaluation of the quality of healthcare services. Measuring patient satisfaction is common in outpatient, specialist, and hospital healthcare, and is also significant in relation to pharmaceutical services. The pharmacy market in Poland has been undergoing transformations for many years. Legal regulations implemented in 2002 resulted in a rapid growth of pharmacy chains and a decrease in the number of independent pharmacies. This situation may have translated into changes in the quality of pharmaceutical services.

Objective

The objective of this study was to evaluate patient satisfaction with services provided in independent pharmacies and pharmacy chains in Poland.

Patients and Methods

A total of 163 patients using randomly selected community pharmacies in Poland were enrolled in the study. A modified Community Pharmacy Patient Questionnaire (CPPQ) was used.

Results

The patients highly valued pharmaceutical services provided in Polish pharmacies. The level of service was slightly higher in pharmacy chains. The lowest-rated area was the provision of information on medications, with independent pharmacies higher-rated in this respect. The patients were open to additional services in pharmacies and supported the development of pharmaceutical care.

Conclusion

Independent pharmacies and pharmacy chains ensure a similar level of services for patients in Poland. Pharmacy staff should place a special emphasis on providing patients with comprehensive information on medications. The development of pharmaceutical care in Poland will require appropriate legislative preparation.

Keywords:

• pharmaceutical service
• pharmacy
• patient satisfaction
• pharmaceutical care

Ethics Statement

The study was approved by Ethics Committee at the Collegium Medicum in Bydgoszcz, Poland (KB 165/2017). We confirm that consent was received from the study participants and that the guidelines outlined in the Declaration of Helsinki were followed. The Ethics Committee approved verbal consent to conduct the study received from study participants.

Disclosure

The authors report no conflicts of interest in this work.