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Pharmacies providing a high standard of service

Pharmacies providing a high standard of service

Customer satisfaction survey shows pharmacies are providing a professional and high standard of service

Pharmacies in New Zealand are providing a professional and high standard of service, according to 95% of patients who completed a customer satisfaction survey earlier this year and rated the service they received between 7 and 10 (out of 10).

The survey, run by Nielsen, decided the outcome of the 2014 Community Pharmacy of the Year award, which the Pharmacy Guild of New Zealand (the Guild) and Pharmaceutical Services Limited (PSL) are proud to sponsor.

Participating in the survey were 132 pharmacies from around New Zealand, with 6620 patient surveys completed.

Guild Chief Executive, Lee Hohaia says “The results of the survey reflect positively on community pharmacy and demonstrate the first-rate care our members are delivering to their communities.

“This type of customer satisfaction survey provides valuable insight into how patients perceive and value the accessible and affordable health care service that community pharmacy offers.

“The survey results reinforced our belief that community pharmacists are the health professional seen most often, with 30% of respondents visiting their pharmacy between 5 and 10 times in the last 12 months, and 56% visiting more than 10 times.”

Customer responses showed 80% of respondents strongly agreed (9 or 10 out of 10) that their pharmacist is knowledgeable about different types of medicine. 79% strongly agreed that it’s easy to ask the pharmacist questions about their medicine and 75% strongly agreed that the pharmacist helps them to understand how and when to take their medicine.

When asked “How likely is it that you would recommend this pharmacy to a family member, friend or colleague?” 82% are extremely likely to recommend (9 or 10 out of 10).

Mrs Hohaia says “It is extremely rewarding to see such positive results and we are now more aware of what services need to be developed to meet patients’ needs.”

Respondents were also asked what services they thought the Government should pay for via community pharmacy. 54% thought assessing the risk of a heart attack or stroke should be a government funded pharmacy service, with diabetes management coming in at 48% and healthy eating and lifestyle advice at 47%.


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