Consumer behaviour in the waiting area.
OBJECTIVE
To determine consumer behaviour in the pharmacy waiting area.


METHODS
The applied methods for data-collection were direct observations. Three Dutch community pharmacies were selected for the study. The topics in the observation list were based on available services at each waiting area (brochures, books, illuminated new trailer, children's play area, etc.). Per patient each activity was registered, and at each pharmacy the behaviour was studied for 2 weeks.


RESULTS
Most patients only waited during the waiting time at the studied pharmacies. Few consumers obtained written information during their wait.


CONCLUSIONS
The waiting area may have latent possibilities to expand the information function of the pharmacy and combine this with other activities that distract the consumer from the wait. Transdisciplinary research, combining knowledge from pharmacy practice research with consumer research, has been a useful approach to add information on queueing behaviour of consumers.
Mobach
Mark P
MP
Faculty of Management and Organization, P.O. Box 800, 9700 AV Groningen, The Netherlands. m.p.mobach@rug.nl
D001519:Behavior; D003157:Community Pharmacy Services; D003258:Consumer Behavior; D006801:Humans; D009426:Netherlands; D019370:Observation; D010174:Pamphlets; D010353:Patient Education as Topic; D010361:Patients; D013997:Time Factors; D014850:Waiting Lists