1. Assessing Quality of Self-Medication Services in Pharmacies in Bandung, West Java, Indonesia using a Mystery Customer Approach.
- Author
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Roseno, Mohammad and Widyastiwi
- Subjects
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QUALITY of service , *CONSUMERS , *DRUGSTORES , *PHARMACY , *MEDICAL needs assessment , *STATISTICAL sampling - Abstract
Several reports have shown that there has been a global increase in the practice of self-medication. Although it offers various benefits, it can also have negative effects on the patients. The quality of self-medication services provided by pharmacists has been reported to be a key factor affecting the outcome of this practice. Therefore, this study aims to evaluate the quality of self-medication services in Bandung, West Java, Indonesia as well as its influential factors using a mystery customer approach. The mystery customers acted as patients seeking self-medication drugs at 232 pharmacies selected through stratified random sampling. The quality of the services provided was measured based on four subdomains, including patient assessment, the accuracy of drug selection, the drug information provided, and lifestyle modification counseling. The result showed that patient assessment regarding signs and symptoms was only performed by 42.82% of pharmacies in Bandung. Furthermore, 14.44% assessed pharmacological and nonpharmacological therapy before the visit, and only 10.56% evaluated specific medical conditions. Although the percentage of patient assessments performed was low, the accuracy of drug selection was relatively high at 85.34%. The most commonly provided information was the instruction on medication consumption (59.09%), while the least was on side effects (5.17%). The results also showed that information on lifestyle modification was only delivered by 10.34% of pharmacies. The quality of self-medication services varied based on the type of pharmacy and service provider. State-owned pharmacies had a higher overall score for quality compared to the retail and private standalone (p<0.05). Based on the service providers, pharmacists had a higher score compared to technicians and other personnel (p<0.05). These results emphasize the critical role of pharmacists in providing quality self-medication services to ensure rational and safe treatment for patients. [ABSTRACT FROM AUTHOR]
- Published
- 2023