Percepcija pacijenata o kvalitetu usluga u javnoj apoteci korišćenjem tehnike kritičnih incidenata
Sažetak
Uvod/Cilj. Tehnika kritičnih incidenata (TKI) je kvalitativna metoda istraživanja za merenje zadovoljstva klijenata putem prikupljanja i analiziranja podataka o učesnicima i njihovim aktivnostima. Ta metoda omogućava učesnicima u istraživanju da predstave detalje o svojim iskustvima povezanim sa određenom uslugom, na način na koji ih doživljavaju. Cilj studije bio je da se ispita percepcija pacijenata o incidentu koji se desio u javnim apotekama korišćenjem TKI i da se predlože preporuke za poboljšanje kvaliteta farmaceutskih usluga. Metode. Kvalitativna studija pomoću intervjua zasnovanog na TKI sprovedena je u tri apoteke u Srbiji, na teritoriji grada Kruševca. Ceo tok intervjua sniman je pomoću diktafona čime je obezbeđeno detaljno istraživanje. Rezultati. Ukupno je prikupljeno 68 kritičnih incidenata i podeljeno u dve grupe: pozitivne (37) i negativne (31), zavisno od (ne)zadovoljstva klijenata uslugama farmaceuta u apotekama. Obuhvaćeni su sledeći aspekti usluga u apoteci: dostupnost farmaceutskih usluga u zajednici, ponašanje farmaceuta, savetovanje pacijenata, izdavanje lekova i/ili medicinskih sredstava, rastvaranje lekova i prodaja/komercijalna praksa farmaceuta. Zaključak. Rezultati pokazuju da je TKI korisno sredstvo za procenu i unapređenje farmaceutskih usluga. Različiti aspekti usluga u javnoj apoteci se mogu poboljšati što zahteva dalja istraživanja zadovoljstva pacijenata kvalitetom farmaceutske usluge.
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