A Comparison of Satisfaction with Mail Versus Traditional Pharmacy Services

Published in: Journal of Managed Care Pharmacy, v. 3, no. 3, May/June 1997, p. 327-337

Posted on RAND.org on May 01, 1997

by Jeffrey A. Johnson, Stephen Coons, Ron D. Hays, Darrell Sabers, Patricia Jones, Paul C. Langley

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Reports on a study that adapted the Patient Satisfaction Questionnaire to measure satisfaction with traditional pharmacy and mail pharmacy services. The resulting questionnaires were used in a random survey of recent users among enrollees of a managed care organization to compare the level of satisfaction between mail-pharmacy and traditional pharmacy patrons. The questionnaires passed methodological tests and were well accepted, but the difference in satisfaction between the patron groups was small, because both groups were generally satisfied with most aspects of care. These questionnaires may be useful in future quality improvement efforts.

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