Zadovoljstvo korisnika uslugama u javnim apotekama

  • Andrijana Milošević Georgiev Univerzitet u Beogradu – Farmaceutski fakultet, Katedra za socijalnu farmaciju i farmaceutsko zakonodavstvo, Beograd, Srbija https://orcid.org/0000-0003-3880-5800
  • Lea Neškov Univerzitet u Beogradu - Farmaceutski fakultet, Katedra za socijalnu farmaciju i farmaceutsko zakonodavstvo, Beograd, Srbija
  • Sonja Nikić Univerzitet u Beogradu - Farmaceutski fakultet, Katedra za socijalnu farmaciju i farmaceutsko zakonodavstvo, Beograd, Srbija
  • Valentina Marinković Univerzitet u Beogradu - Farmaceutski fakultet, Katedra za socijalnu farmaciju i farmaceutsko zakonodavstvo, Beograd, Srbija
  • Marina Odalović Univerzitet u Beogradu - Farmaceutski fakultet, Katedra za socijalnu farmaciju i farmaceutsko zakonodavstvo, Beograd, Srbija
  • Dušanka Krajnović Univerzitet u Beogradu - Farmaceutski fakultet, Katedra za socijalnu farmaciju i farmaceutsko zakonodavstvo, Beograd, Srbija https://orcid.org/0000-0003-1699-7944
DOI: https://doi.org/10.5937/arhfarm75-59747
Ključne reči: apoteka, usluga, kvalitet, pacijenti, zadovoljstvo

Sažetak


Zadovoljstvo pacijenata odražava kvalitet farmaceutskih usluga i zavisi od više faktora, kao što su kvalitet usluge, veštine farmaceuta i demografske karakteristike korisnika. Pozitivna iskustva jačaju poverenje i lojalnost pacijenata. Istraživanja zadovoljstva korisnika su važan alat za unapređenje usluga. Cilj rada bila je analiza zadovoljstva korisnika apotekarskim uslugama u Srbiji tokom poslednjih dvanaest godina. Analizirani su jednogodišnji izveštaji o zadovoljstvu korisnika u apotekama u periodu od 2013. do 2024. godine. Na osnovu ključnih indikatora izrađen je izveštaj koji poredi zadovoljstvo po godinama, uzimajući u obzir različite faktore i kvalitet usluge. Osim 2020. godine, svake godine su učestvovale apoteke u državnom i privatnom vlasništvu kao i apoteke u okviru domovima zdravlja. Najveći odziv ispitanika zabeležen je 2015. godine. Više od 60% korisnika godišnje poseti apoteku više od pet puta, uz čekanje kraće od pet minuta. Najveće zadovoljstvo snabdevenošću zabeleženo je 2021. godine, a ukupnim uslugama 2022. godine. Zadovoljstvo korisnika je stabilno, što ukazuje na dostupnost i kvalitet farmaceutskih usluga. Rezultati mogu doprineti daljem unapređenju prakse.

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Objavljeno
2025/08/31
Broj časopisa
Vol. 75 Br. Notebook 4 (2025): Arhiv za farmaciju
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