Investigation of factors influencing pharmaceutical services and their relation to quality pharmaceutical service delivery in hospitals of a private health care provider group
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Date
2009
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Abstract
Efforts to improve the quality of service delivery are an ongoing feature in different
organisations. In the private health care sector, particularly pharmaceutical services in private hospitals, such efforts are important because of the sector’s commercial nature. This stems from the fact that customers pay a lot of money for services and expect services that are worth the money they pay. A private health care delivery group encourages such efforts in pharmacies of its hospitals through scientific research.Service providers and consumers were engaged to gain an appreciation of quality service delivery. The qualitative research method was used for the reason that it is scientific research that seeks to provide understanding and insight into social experiences as appreciated by the people involved and that it is a process of disciplined investigation that is methodical and verifiable.The research project was conducted to identify factors that influence pharmaceutical service
delivery, to establish the understanding of quality pharmaceutical service delivery and establish the expectations of customers regarding pharmaceutical service rendered in a private hospital group.
Description
Magister Pharmaceuticae - MPharm
Keywords
Consumer behaviour, Medicines legislation, Pharmaceutical care, Pharmaceutical service delivery, Private health care, Private hospitals, Qualitative research, Quality, South Africa, Transformation