Activities Reflecting Quality of Pharmacy Services and Satisfaction with the Services: A Case Study of Maha Chai Community Caring Clinic Nakhon Ratchasima - กิจกรรมที่สะท้อนคุณภาพงานบริการเภสัชกรรมและความพึงพอใจต่อบริการร้านยาในเครือข่ายประกันสุขภาพ: กรณีศึกษาคลินิกชุมชนอบอุ่นมหาชัย นครราชสีมา

Abstract

                       After having implemented a community pharmacy accreditation, there is an innovative effort to link pharmacy to community caring clinic under the National Health Security Scheme.  This study, conducted in Maha Chai community, therefore, was aimed at determining the activities reflecting quality of services as well as to assess the satisfaction to pharmacy services.  The activities reflecting the quality of services were studied by work flow analysis, direct observation, interviewing and documentary review.  The satisfaction of the customer was assessed by questionnaire.  Data was analyzed employing descriptive statistices.  In-depth interviews were used to assess the satisfaction of colleagues in the clinic, of the head of the provincial health office and of the director of regional National Health Security office.

                     This study found several activities reflecting the quality of services, for example, procedure for flow of work, screening for prescribing error, screening for drug related problems and intervention to correct any errors.  For satisfaction study, more than 85 percent of the customers marked the level of satisfaction at 4 and 5 of Likertีs scale.  Colleagues in the clinic were satisfied with having pharmacy joined because they could leave pharmacy jobs to pharmacists.  The head of the provincial health office was satisfied that incorporation pharmacy with clinic required no additional investment.  The director of regional National Health Security office was satisfied that involvement of pharmacy fulfilled the criteria of having pharmacist in service for not less than 4 hours per week for 1000 insured population.  However, there were some things could be further developed like: expanding pharmacy mandate into health promotion and disease prevention, using computer to link patient information and for logistical control.

Key words:      quality of pharmacy services, sub-contracting pharmacy, satisfaction to pharmacy services, pharmacy services, community pharmacy