Ann Helen Jakobsen, Uit Arctic University Of Norway, Tromsoe, Norway
Timothy Chen, The University of Sydney, Sydney, Australia
Lars Småbrekke, Uit Arctic University Of Norway, Tromsoe, Norway
Kjell Hermann Halvorsen, Uit Arctic University Of Norway, Tromsoe, Norway
ABSTRACT
Introduction
New pharmacy services are constantly being designed and implemented in an increasing number of pharmacies in Norway. Monitoring and evaluating these services is critical for continuous improvement. To measure quality and change in quality, different stakeholders have developed quality indicators (QIs) for several areas of health care. However, in Norway, QIs are yet to be developed for community and hospital pharmacies. Qualitative research is necessary to identify how different key stakeholders perceive good quality in pharmacies and use this to create QIs.
Aims
To explore pharmacy professionals' and customers' experiences and perceptions about what constitutes good quality in community pharmacies and potential means to measure this quality.
Methods
We applied a purposively sampling approach to recruit five homogenous semi-structured focus groups. All interviews with 27 participants were conducted via Teams. Interviews were transcribed verbatim, and an inductive thematic analysis with a reflexive approach was used. The study followed the Consolidated criteria for reporting qualitative research (COREQ) checklist.
Results
We identified four main themes from the analysis; good communication skills and relationships with the pharmacy professionals, sufficient and substantively suitable information to cover individual needs, customer satisfaction with knowledgeable employees and conveniently located pharmacies, and factors that affect the working environment of the pharmacies. According to the informants, these themes significantly impacted their perception of the quality of pharmacy services.
Discussion
This study has identified areas that pharmacy professionals and customers consider essential to define good quality in pharmacies. Several of these informants' perceptions can guide the development of QIs to be used in Norwegian pharmacies.