From: Evaluation of drive-through pharmacy service in Queen Elizabeth Hospital Malaysia
THEME/RESPONSE | COMMENT | QUOTE |
---|---|---|
Excellent / Service did well | ||
1. Convenience (less hassle) | Many drive-through pharmacy users agree that the process of obtaining medication is less time consuming than the conventional pharmacy counter collection. | I do not have to queue up to take a number and wait for my number to be called before getting my medications. (Respondent 1, male) |
A large number of patients favour this service because they do not have to find parking. | … no parking lots in the hospital. Plus, I have a busy schedule and this service saved me a lot of time. (Respondent 2, female) | |
2. Knowledgeable personnel | Well-trained and client-friendly dispensers are among the positive feedback received by drive through pharmacy users. | Dispenser is polite, helpful and able to answer questions asked. (Respondent 3, Male) |
Dislikes about the service | ||
1. Accessibility / Location | Many users expressed dissatisfaction that the drive through pharmacy is not conveniently accessible due to narrow roads. | … limited space for cars to pass through, if a lot of cars will create traffic jam. (Respondent 4, Male) |
Location of the drive through pharmacy is not strategic since it is located behind hospital canteen. | … hard to locate the drive through pharmacy for first timers & lack of signage (Respondent 5, Female) | |
2. Operating Hours | A number of drive through pharmacy users does not agree that the operating hours which is only during weekdays (8 am to 5 pm) | I am working during weekdays, it is hard for me to go out to collect medications at the drive through pharmacy. (Respondent 6, Female) |
3. Service restrictions | Registrations for the service is not allowed for prescriptions containing low stock items (Controlled quantity of drugs due to insufficient stock) | ....Limiting the service will bring inconveniences to the users as they will need to spend more time to get their medications, (Respondent 7, Male) |