Running Head: Improving Pharmacy Customer Satisfaction.

摘要

The primary objective of this study was to determine in Reynolds Army Community Hospital (RACH) patients are experiencing dissatisfaction with their overall pharmacy experience, as indicated in the DoD Provider Level Patient Satisfaction Survey (PLPSS). A locally developed marketing assessment questionnaire with 37 questions consisting of patient satisfaction dimensions, demographics and utilization questions was used to collect information. The study showed RACH beneficiaries are satisfied with their overall pharmacy experience, accepting the alternate hypothesis: the DoD PLPSS result for overall satisfaction with pharmacy services is not reflective of all the beneficiary categories of the RACH patient population. The highest frequencies of excellent responses were: friendliness and courtesy shown to you (37.6%); quality of treatment you received (34.7)%; and answers to questions concerning medications (34.7%). Beneficiary category was a contributing factor to satisfaction with overall quality of care and service (X2=87.404: df-5:).