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Designing a Model for Implementation of a Quality Management System in Community Pharmacies
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SANDRA FADEL, PROF. DR. NAGWA ALI SABRI, DR. LAMIA MOHAMED EL-WAKEEL
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| Abstract:
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The quality of pharmaceutical care provided in community pharmacies can be a strong predictor of medication and other health-related outcomes. Less understood is the role of the community pharmacist in the patient satisfaction with pharmacy services. The purpose of this study was to serve as a pilot design of a model for ISO 9001 as a Quality management system to be implemented in Egyptian community pharmacies aiming at enhancing customer satisfaction through a patient-centered approach then testing the acceptance of this model by Egyptian community managers and evaluating the response of patients satisfaction after the system implementation. The assessment was done using a before and after 11-question form that tackled 2 aspects: Assessment of pharmacist knowledge regarding Pharmacovigilance, Pharmacist’s attitude toward the pharmacy patients and the other health care practitioners. Thirty three pharmacies accepted to participate. The customer satisfaction was assessed through an 8-question survey. Three questions addressed the pharmacist counseling, two questions addressed perception of their relationship with the pharmacist, three questions addressing overall satisfaction and accessibility of the pharmacy. Data analysis included descriptive statistics and paired T-test analysis. There is a statistically significant difference between the participating pharmacy owners knowledge regarding Pharmacovigilance before and after QMS implementation. 90% of participating pharmacy owners encouraged the implementation of the quality management system to enhance health related outcomes. 85% of patients reported satisfaction with their overall pharmacy experience.
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| Keyword:
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Quality Management, Pharmacy, Pharmacovigilance, Customer Satisfaction
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