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Avaliação do grau de satisfação dos utentes com os serviços das farmácias em tempo de pandemia por Covid-19, no concelho de coimbra
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Abstract(s)
Introdução: Nas últimas décadas, os profissionais da farmácia experienciaram um crescimento significativo e uma evolução prática orientada cada vez mais para o utente e menos para o produto. Para que esta evolução continue e os serviços da farmácia sejam aprimorados de forma a responder às expectativas e necessidades dos utentes, as suas opiniões e preferências devem ser conhecidas.
Objetivo: avaliar a satisfação dos utentes com os serviços de farmácia em tempo de pandemia por Covid-19, no concelho de Coimbra.
Metodologia: Realizou-se um estudo observacional, descritivo e de coorte transversal, dirigido à população residente no Concelho de Coimbra. A recolha de dados foi obtida através do Questionário de Satisfação com os Serviços da Farmácia (QSSF), aplicado via online e decorreu entre abril e junho de 2020.
Resultados: Dos 90 utentes da amostra, 52 (57,8%) são mulheres, com uma média de idades de 33,24 anos (dp=±12,71), com o ensino superior (92,2%), maioritariamente estudantes (55,6%) e de nacionalidade não portuguesa. A maioria da amostra (53,3%) frequenta uma farmácia da zona urbana do concelho, apenas por conveniência (70%). Em relação ao grau de satisfação global com os serviços de farmácia, os resultados apresentam um valor médio de 48,61 (dp=±14,85) que é considerada razoável.
Conclusão: Podemos concluir que os indivíduos da nossa amostra manifestam uma razoável satisfação global com os serviços da farmácia, sendo o aspeto de profissional da farmácia o mais valorizado pelos utentes.
Introduction: In recent decades, pharmacy professionals have experienced significant growth and a practical evolution that is increasingly focused on the user and less on the product. For this evolution to continue and pharmacy services to be improved to respond to the expectations and needs of users, their opinions and preferences must be known. Objective: to evaluate user satisfaction with pharmacy services during the Covid-19 pandemic, in the municipality of Coimbra. Methodology: An observational, descriptive, and cross-sectional cohort study was carried out, aimed at the population residing in the Municipality of Coimbra. Data collection was obtained through the Satisfaction with Pharmacy Services Questionnaire (QSSF), applied online, and took place between April and June 2020. Results: Of the 90 users in the sample, 52 (57.8%) are women, with an average age of 33.24 years (sd=±12.71), with higher education (92.2%), mostly students (55.6%) and of non-Portuguese nationality. Most of the sample (53.3%) attends a pharmacy in the urban area of the municipality, just for convenience (70%). Regarding the degree of overall satisfaction with pharmacy services, the results show an average value of 48.61 (sd=±14.85), which is considered reasonable. Conclusion: We can conclude that the individuals in our sample show a reasonable overall satisfaction with the pharmacy services, with the professional aspect of the pharmacy being the most valued by users.
Introduction: In recent decades, pharmacy professionals have experienced significant growth and a practical evolution that is increasingly focused on the user and less on the product. For this evolution to continue and pharmacy services to be improved to respond to the expectations and needs of users, their opinions and preferences must be known. Objective: to evaluate user satisfaction with pharmacy services during the Covid-19 pandemic, in the municipality of Coimbra. Methodology: An observational, descriptive, and cross-sectional cohort study was carried out, aimed at the population residing in the Municipality of Coimbra. Data collection was obtained through the Satisfaction with Pharmacy Services Questionnaire (QSSF), applied online, and took place between April and June 2020. Results: Of the 90 users in the sample, 52 (57.8%) are women, with an average age of 33.24 years (sd=±12.71), with higher education (92.2%), mostly students (55.6%) and of non-Portuguese nationality. Most of the sample (53.3%) attends a pharmacy in the urban area of the municipality, just for convenience (70%). Regarding the degree of overall satisfaction with pharmacy services, the results show an average value of 48.61 (sd=±14.85), which is considered reasonable. Conclusion: We can conclude that the individuals in our sample show a reasonable overall satisfaction with the pharmacy services, with the professional aspect of the pharmacy being the most valued by users.
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Keywords
Satisfação dos consumidores Serviços comunitários de farmácia Inquéritos e questionários Pandemias Covid-19 Consumer behavior Community pharmacy services Surveys and questionnaires Pandemics