TY  - JOUR
AU  - Kummer, Ingrid
AU  - Mudrić, Jovana
AU  - Čikarić, Tamara
AU  - Tasić, Ljiljana
AU  - Milošević-Georgiev, Andrijana
AU  - Marinković, Valentina
PY  - 2022
UR  - https://farfar.pharmacy.bg.ac.rs/handle/123456789/4252
AB  - Background/Aim. The Critical Incident Technique
(CIT) is a qualitative research method for measuring con-
sumer satisfaction by collecting and analyzing information
on participants and their activities. This method allows
participants to present their detailed experiences related to
a particular service in the way they perceive them. The aim
of this study was to examine patients' perceptions of an
incident that occurred in community pharmacies using
CIT and determine recommendations for improving the
quality of pharmacy services. Methods. A qualitative
study using an interview based on the CIT was conducted
in three pharmacies in Serbia, on the territory of Kruševac
city. The entire course of the interviews was audio-
recorded, which provided detailed research. Results. A to-
tal of 68 critical incidents were collected and divided into
two groups: positive (37) and negative (31), depending on
the (dis)satisfaction of patients with the services of phar-
macists in community pharmacies. The following thematic
clusters of pharmacy services were covered: accessibility of
community-based pharmaceutical services, pharmacist be-
havior, patient counseling, dispensing drugs and/or medi-
cal devices, compounding, and pharmacy
sales/commercial practice. Conclusion. The results show
that the CIT is a useful tool for evaluating and improving
pharmaceutical services. Based on the data collected, vari-
ous aspects of community pharmacy services can be im-
proved, and further research should be carried out.
AB  - Uvod/Cilj. Tehnika kritičnih incidenata (TKI) je kvalita-
tivna metoda istraživanja z a merenje zadovoljstva klije-
nata putem prikupljanja i analiziranja podataka o
učesnicima i njihovim aktivnostima. Ta metoda
omogućava učesnicima u istraživanju da predstave detalje
o svojim iskustvima povezanim sa određenom uslugom,
na način na koji ih dož ivljavaju. Cilj studije bio je da se
ispita percepcija pacijenata o incidentu koji se desio u
javnim apotekama korišćenjem TKI i da se predlože pre-
poruke za poboljšanje kvaliteta farmaceutskih usluga.
Metode. Kvalitativna studija pomoću intervjua zasno-
vanog na TKI sprovedena je u tri apoteke u Srbiji, na ter-
itoriji grada Kruševca. Ceo tok intervjua sniman je
pomoću diktafona čime je obezbeđeno detaljno
istraživanje. Rezultati. Ukupno je prikupljeno 68
kritičnih incidenata i podeljeno u dve grupe: pozitivne
(37) i negativne (31), zavisno od (ne)zadovoljstva klije-
nata uslugama farmaceuta u apotekama. Obuhvaćeni su
sledeći aspekti usluga u apoteci: dostupnost farma-
ceutskih usluga u zajednici, ponašanje farmaceuta,
savetovanje pacijenata, izdavanje lekova i/ili medicinskih
sredstava, rastvaranje lekova i prodaja/komercijalna
praksa farmaceuta. Zaključak. Rezultati pokazuju da je
TKI korisno sredstvo za procenu i unapređenje farma-
ceutskih usluga. Različiti aspekti usluga u javnoj apoteci
se mogu poboljšati što zahteva dalja istraživanja zado-
voljstva pacijenata kvalitetom farmaceutske usluge.
PB  - Belgrade : Military Medical Academy, INI
T2  - Vojnosanitetski pregled
T1  - Patients' perception of the quality of community pharmacy services using the critical incident technique
T1  - Percepcija pacijenata o kvalitetu usluga u javnoj apoteci korišćenjem tehnike kritičnih incidenata
VL  - 79
IS  - 6
SP  - 605
EP  - 612
DO  - 10.2298/VSP200518123K
ER  - 

@article{
author = "Kummer, Ingrid and Mudrić, Jovana and Čikarić, Tamara and Tasić, Ljiljana and Milošević-Georgiev, Andrijana and Marinković, Valentina",
year = "2022",
abstract = "Background/Aim. The Critical Incident Technique
(CIT) is a qualitative research method for measuring con-
sumer satisfaction by collecting and analyzing information
on participants and their activities. This method allows
participants to present their detailed experiences related to
a particular service in the way they perceive them. The aim
of this study was to examine patients' perceptions of an
incident that occurred in community pharmacies using
CIT and determine recommendations for improving the
quality of pharmacy services. Methods. A qualitative
study using an interview based on the CIT was conducted
in three pharmacies in Serbia, on the territory of Kruševac
city. The entire course of the interviews was audio-
recorded, which provided detailed research. Results. A to-
tal of 68 critical incidents were collected and divided into
two groups: positive (37) and negative (31), depending on
the (dis)satisfaction of patients with the services of phar-
macists in community pharmacies. The following thematic
clusters of pharmacy services were covered: accessibility of
community-based pharmaceutical services, pharmacist be-
havior, patient counseling, dispensing drugs and/or medi-
cal devices, compounding, and pharmacy
sales/commercial practice. Conclusion. The results show
that the CIT is a useful tool for evaluating and improving
pharmaceutical services. Based on the data collected, vari-
ous aspects of community pharmacy services can be im-
proved, and further research should be carried out., Uvod/Cilj. Tehnika kritičnih incidenata (TKI) je kvalita-
tivna metoda istraživanja z a merenje zadovoljstva klije-
nata putem prikupljanja i analiziranja podataka o
učesnicima i njihovim aktivnostima. Ta metoda
omogućava učesnicima u istraživanju da predstave detalje
o svojim iskustvima povezanim sa određenom uslugom,
na način na koji ih dož ivljavaju. Cilj studije bio je da se
ispita percepcija pacijenata o incidentu koji se desio u
javnim apotekama korišćenjem TKI i da se predlože pre-
poruke za poboljšanje kvaliteta farmaceutskih usluga.
Metode. Kvalitativna studija pomoću intervjua zasno-
vanog na TKI sprovedena je u tri apoteke u Srbiji, na ter-
itoriji grada Kruševca. Ceo tok intervjua sniman je
pomoću diktafona čime je obezbeđeno detaljno
istraživanje. Rezultati. Ukupno je prikupljeno 68
kritičnih incidenata i podeljeno u dve grupe: pozitivne
(37) i negativne (31), zavisno od (ne)zadovoljstva klije-
nata uslugama farmaceuta u apotekama. Obuhvaćeni su
sledeći aspekti usluga u apoteci: dostupnost farma-
ceutskih usluga u zajednici, ponašanje farmaceuta,
savetovanje pacijenata, izdavanje lekova i/ili medicinskih
sredstava, rastvaranje lekova i prodaja/komercijalna
praksa farmaceuta. Zaključak. Rezultati pokazuju da je
TKI korisno sredstvo za procenu i unapređenje farma-
ceutskih usluga. Različiti aspekti usluga u javnoj apoteci
se mogu poboljšati što zahteva dalja istraživanja zado-
voljstva pacijenata kvalitetom farmaceutske usluge.",
publisher = "Belgrade : Military Medical Academy, INI",
journal = "Vojnosanitetski pregled",
title = "Patients' perception of the quality of community pharmacy services using the critical incident technique, Percepcija pacijenata o kvalitetu usluga u javnoj apoteci korišćenjem tehnike kritičnih incidenata",
volume = "79",
number = "6",
pages = "605-612",
doi = "10.2298/VSP200518123K"
}

Kummer, I., Mudrić, J., Čikarić, T., Tasić, L., Milošević-Georgiev, A.,& Marinković, V.. (2022). Patients' perception of the quality of community pharmacy services using the critical incident technique. in Vojnosanitetski pregled
Belgrade : Military Medical Academy, INI., 79(6), 605-612.
https://doi.org/10.2298/VSP200518123K

Kummer I, Mudrić J, Čikarić T, Tasić L, Milošević-Georgiev A, Marinković V. Patients' perception of the quality of community pharmacy services using the critical incident technique. in Vojnosanitetski pregled. 2022;79(6):605-612.
doi:10.2298/VSP200518123K .

Kummer, Ingrid, Mudrić, Jovana, Čikarić, Tamara, Tasić, Ljiljana, Milošević-Georgiev, Andrijana, Marinković, Valentina, "Patients' perception of the quality of community pharmacy services using the critical incident technique" in Vojnosanitetski pregled, 79, no. 6 (2022):605-612,
https://doi.org/10.2298/VSP200518123K . .