Patients' Satisfaction with Pharmacist Consultation Services: Application of a Model of Service Encounter Evaluation

Authors

  • Jon C. Schommer The Ohio State University
  • Joseph B. Wiederholt University of Wisconsin - Madison

Abstract

We used a Model of Service Encounter Evaluation to explore how patients evaluate pharmacist consultation services. Relationships between performance of pharmacist consultation services and confirmation/disconfirmation of patient expectations, and between confirmation/ disconfirmation of patient expectations and patient satisfaction were assessed.


Three hundred sixty pharmacist - patient interactions in 12 pharmacies were used for data collection. Of 360 patients in the sample, 304 (84 percent) provided usable responses to personal interviews as they exited their pharmacy. Patients who received longer consultations and were provided more types of information during consultation more likely reported pos1t1ve disconfirmation of their expectations. Patients who received more consultation than expected reported the highest satisfaction with the service, on average. A Model of Service Encounter Evaluation appears to be a good model for investigating patient's evaluation of pharmacist consultation.

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Published

2022-03-19

Issue

Vol. 7 (1994): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

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