Pharmacy World and Science

, Volume 28, Issue 6, pp 374–376 | Cite as

Customers’ expectations and satisfaction with a pharmacy not providing advanced cognitive services

  • Miguel Angel GastelurrutiaEmail author
  • Olatz Gil de San Vicente
  • Olaia Erauncetamurgil
  • Igor Odriozola
  • Fernando Fernández-Llimós
Short Report



To assess customers’ expectations and satisfaction with a community pharmacy which does not provide advanced professional cognitive services (APCS). Method: A non-validated questionnaire was designed; the questionnaire included items on expectations with pharmacy services and on satisfaction with the existing services. An independent interviewer was appointed to survey people leaving the pharmacy; the questionnaire was administered on two randomly chosen days.


The mean age of respondents (n = 61) was 46 years. Expectations: The most highly ranked item was “Drug available in the pharmacy” (4.97 on a 5-point Likert scale), followed by “Having queries and questions about health problems answered” (4.84). People found it easy “To seek advice on health problems or about medicines from the pharmacist at the counter” (4.48). The lowest ranked item was “reduced waiting time” (3.13). The overall Satisfaction with pharmacy services was high (4.89).


Customers reported a high level of satisfaction in a pharmacy where advanced cognitive services were not available. However, this should not discourage pharmacists from implementing APCS, because patients’ expectations are based only on experiences with current distributive services, which fulfill their perceived needs.


Cognitive services Community Pharmacy Satisfaction Services Spain 



This study was funded by Farmacia Gastelurrutia.

We are grateful to Mara Guerreiro for constructive comments on the English manuscript.


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Copyright information

© Springer Science+Business Media B.V. 2006

Authors and Affiliations

  • Miguel Angel Gastelurrutia
    • 1
    • 2
    Email author
  • Olatz Gil de San Vicente
    • 1
  • Olaia Erauncetamurgil
    • 1
  • Igor Odriozola
    • 1
  • Fernando Fernández-Llimós
    • 2
  1. 1.Community PharmacySan SebastiánSpain
  2. 2.Pharmaceutical Care Research GroupUniversity of GranadaGranadaSpain

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