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Publication
Avaliação da experiência dos turistas com as farmácias do Algarve
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Abstract(s)
Este estudo tem como objetivo avaliar a experiência dos turistas com os serviços prestados pelas farmácias comunitárias do Algarve, tendo em vista o nível de satisfação e a qualidade do serviço prestado.
Desenhou-se um estudo observacional descritivo e transversal baseado num questionário desenvolvido para o efeito, adaptado do “Patient Satisfaction With Pharmaceutical Care: Update of a Validated Instrument”. Aplicou-se o questionário, de forma oportunística, a uma amostra de turistas estrangeiros não residentes, frequentadores de, pelo menos, uma farmácia.
Entre julho e setembro de 2018 participaram no estudo 128 turistas. A maioria (56,3%) são do género feminino com idade média de 53,0 anos. O grau de escolaridade mais prevalente foi o ensino secundário (53,5%), estando 65,8% dos inquiridos no ativo a nível laboral. Os inquiridos são, na sua maioria, oriundos da Europa e viajaram até ao Algarve por motivo de férias. O principal motivo de recurso à farmácia foi para efetuar uma compra (89,8%), seguida da medição de parâmetros bioquímicos (5,5%) e da solicitação de aconselhamento em saúde (4,7%). Numa avaliação global, verificou-se que os inquiridos estão “muito satisfeitos” com o espaço físico da farmácia e o respetivo atendimento prestado. Quanto à intenção de recomendação, os inquiridos responderam todos afirmativamente.
A dimensão da amostra não permitiu, em grande parte dos casos, a aplicação dos testes estatísticos, no entanto, foi possível notar algumas tendências. Verificou-se que os turistas que se deslocaram à farmácia para efetuar medição de parâmetros, foram os que avaliaram pior o atendimento prestado (71,4%). Pelo contrário, os inquiridos que foram à farmácia comprar medicamentos/produtos de saúde, ou solicitar aconselhamento, assinalaram a opção “excellent” (21,7% e 50,0%, respetivamente).
Na generalidade, os turistas estão bastante satisfeitos com a qualidade e profissionalismo do serviço farmacêutico português, todavia foi possível identificar algumas áreas passíveis de melhoria.
This study aims to evaluate the experience of tourists with the services provided by community pharmacies in the Algarve, in view of the level of satisfaction and the quality of the service provided. A descriptive and cross-sectional observational study was designed based on a questionnaire developed for this purpose, adapted from the “Patient Satisfaction With Pharmaceutical Care: Update of a Validated Instrument”. The questionnaire was applied, opportunistically, to a sample of non-resident foreign tourists, who frequent at least one pharmacy. Between July and September 2018, 128 tourists participated in the study. The majority (56,3%) are female, with an average age of 53,0 years. The most prevalent level of education was secondary education (53,5%), with 65,8% of respondents in active employment. The majority of respondents are from Europe and traveled to the Algarve on holiday. The main reason for resorting to the pharmacy was to make a purchase (89,8%), followed by the measurement of biochemical parameters (5,5%) and the request for health advice (4,7%). In a global assessment, it was found that respondents are "very satisfied" with the physical space of the pharmacy and the respective service provided. As for the intention to recommend, the respondents all answered affirmatively. The sample size did not allow, in most cases, the application of statistical tests, however, it was possible to notice some trends. It was found that tourists who went to the pharmacy to measure biochemical parameters were the ones who rated the service provided worse (71,4%). On the contrary, respondents who went to the pharmacy to buy medicines/health products, or to ask for health advice, marked the option “excellent” (21,7% and 50,0%, respectively). In general, tourists are very satisfied with the quality and professionalism of the portuguese pharmaceutical service, however it was possible to identify some areas that could be improved.
This study aims to evaluate the experience of tourists with the services provided by community pharmacies in the Algarve, in view of the level of satisfaction and the quality of the service provided. A descriptive and cross-sectional observational study was designed based on a questionnaire developed for this purpose, adapted from the “Patient Satisfaction With Pharmaceutical Care: Update of a Validated Instrument”. The questionnaire was applied, opportunistically, to a sample of non-resident foreign tourists, who frequent at least one pharmacy. Between July and September 2018, 128 tourists participated in the study. The majority (56,3%) are female, with an average age of 53,0 years. The most prevalent level of education was secondary education (53,5%), with 65,8% of respondents in active employment. The majority of respondents are from Europe and traveled to the Algarve on holiday. The main reason for resorting to the pharmacy was to make a purchase (89,8%), followed by the measurement of biochemical parameters (5,5%) and the request for health advice (4,7%). In a global assessment, it was found that respondents are "very satisfied" with the physical space of the pharmacy and the respective service provided. As for the intention to recommend, the respondents all answered affirmatively. The sample size did not allow, in most cases, the application of statistical tests, however, it was possible to notice some trends. It was found that tourists who went to the pharmacy to measure biochemical parameters were the ones who rated the service provided worse (71,4%). On the contrary, respondents who went to the pharmacy to buy medicines/health products, or to ask for health advice, marked the option “excellent” (21,7% and 50,0%, respectively). In general, tourists are very satisfied with the quality and professionalism of the portuguese pharmaceutical service, however it was possible to identify some areas that could be improved.
Description
Keywords
Satisfação Qualidade Farmácia Turistas Algarve