The objective
of this work is to study the possibilities of the tetraclass model
for the evaluation of the changes in the consumer satisfaction
from the provided pharmacy services during the time.
Methods: Within the same 4 months period in 2004 and 2006 were
questioned at approximately 10 pharmacy consumers per working
day. Every consumer evaluated the 34 service elements on a 5 points
semantic-differential scale. The technique of the correspondence
data analysis was used for the categorisation of the services.
Results: Most of the services have been categorized as basic ones.
For the age group up to 40 years the access to pharmacy became
a key element and external aspects became a secondary element
in 2006 year.
For the group of patients that are using the services of the pharmacy
for more than 2 years, availability of phone connection, quality
of answers and product prices move from plus to secondary element.
The ratio quality/price moves from the group of basic to key services,
visibility of the prices and hygiene became basic elements from
secondary ones.
During the two years period, all the service elements connected
with the staff as availability, identification, good looking,
confidence, dressing, advices, technical competence, explanation,
and time spent with clients remain basic services. The confidentiality
of the staff remains always a key element.
Conclusion: Our study shows that the tetraclass model allows taking
more informed managerial decisions in the pharmacies, as well
as, is providing information for the concrete area of services
and possible measures. In case of a development of a simple statistical
program for quick processing of the inquiry data, the method will
became applicable and affordable even for small pharmacies.
