Report of a user-satisfaction analysis of a service provider for an oncology clinic.
OBJECTIVE
We used a questionnaire to assess professional user-satisfaction concerning the quality of services provided by a university hospital pharmacy for an oncology clinic.


METHODS
All staff members at a major university medical center were given questionnaires pertaining to their satisfaction with various aspects of the services of the center's pharmacy department. The data analysis was carried out differentiating between the occupational groups and the various service sectors.


RESULTS
Responding subjects (n = 460, 15% yield) were generally satisfied with the quality of all sections of the hospital pharmacy. Features appreciated included competence, reliability, flexibility, and rapid service, as well as helpfulness and friendliness. However, assessments differed among occupational groups: those working in the natural sciences tended to be most critical of pharmacy services, including availability of up-to-date information and speed of service.


CONCLUSIONS
By surveying user-satisfaction, several shortcomings in the pharmacy ordering and complaint-management system were detected. Study findings should lead to improved service quality and will contribute to developing a manual for a quality management system (QMS).
Hartmann
Michael
M
Apotheke der FSU Jena, Erlanger Allee 101, 07740, Germany. Michael.Hartmann@med.uni-jena.de
Knoth
Holger
H
Kühne
Daniel
D
D000328:Adult; D002173:Cancer Care Facilities / Q000706:statistics & numerical data*; D003258:Consumer Behavior / Q000706:statistics & numerical data*; D005260:Female; D005858:Germany; D006270:Health Facility Administrators / Q000706:statistics & numerical data; D006801:Humans; D008297:Male; D008503:Medical Staff / Q000706:statistics & numerical data; D008875:Middle Aged; D009740:Nursing Staff / Q000706:statistics & numerical data; D010607:Pharmacy Service, Hospital / Q000706:statistics & numerical data*; D012108:Research Personnel / Q000706:statistics & numerical data; D011795:Surveys and Questionnaires; D000078329:Workforce