A Case Analysis of the Influencing Factors of Job Satisfaction of Licensed Pharmacists in Retail Pharmacies Based on SEM-Taking R Retail Pharmacy for an Example

Objective To explore the influencing factors on job satisfaction of licensed pharmacists in R retail pharmacy,and to provide a reference for improving the job satisfaction of licensed pharmacists in China.Methods Through literature research and satisfaction questionnaire,349 licensed pharmacists in R retail pharmacy were investigated.Then,the influencing factor equation model was constructed by factor analysis and structural equation method.Results and Conclusion The overall adaptation of the structural equation model was well established.The job satisfaction of licensed pharmacists in R retail pharmacy was closely related to interpersonal relationship,work characteristics,good management,salary and growth opportunity,and it was not significantly correlated with job environment.Therefore,work characteristics influenced most,followed by salary.Five key factors affecting the job satisfaction of licensed pharmacists in R retail pharmacy are summarized in this paper.It is suggested to adjust corresponding key factors such as work characteristics and salary,so as to improve job satisfaction of licensed pharmacists in the same industry.

Empirical Study on Improving Customer Satisfaction of Retail Pharmacies by Using Quality Control Circle

Objective To study the effect of quality control circle(QCC)activities on customer satisfaction of retail pharmacies so as to improve the level of customer management.Methods After choosing the theme of improving customer satisfaction research(CSR)in pharmacies,Gantt chart,questionnaire,fishbone diagram and other tools were applied in the“endeavor circle”to find out the factors affecting the theme.Then corresponding countermeasures were made and implemented to verify them in different stages.Meanwhile,the radar map and other technologies were used to compare the changes of CSR and circle members’growth before and after the activities.Results and Conclusion Sales clerk’s lack of drug knowledge,serious shortage of drugs,incapability of establishing a good relationship with customers and the lack of after-sales service were identified as the main factors.After implementing corresponding countermeasures,the target achievement rate was 116.12%,and the progress rate was 19.02%.Besides,customer satisfaction increased from 79.54%to 94.67%and the team growth value of circle members increased from 3.29 to 5.83,with significant tangible and intangible effects.QCC activities in retail pharmacies can not only standardize pharmaceutical service mode,but also improve the overall competence of sales clerks.The key factors and management methods for CSR improvement obtained from QCC activities will provide reference for the customer management of retail pharmacies.

Design of Pharmaceutical Care Process for Retail Pharmacies Based on Pareto Analysis

Objective To study the problems of pharmaceutical care in retail pharmacies and provide reference for the standardized development of pharmaceutical care in China.Methods Based on the literature of CNKI database,Pareto analysis was used to study the present situation of pharmaceutical care in retail pharmacies.Then the following problems in pharmaceutical care were found such as low personnel professional quality,inadequate attention,imperfect laws and regulations,and lack of standard service process.As to the first three problems,there were more research references.But there was less literature on the standard care process.Results and Conclusion Focusing on the customer demand,taking drug sales process as the basic framework of pharmaceutical care standardized process,and combining with the collaboration,the service process including prescription drugs review and OTC drugs purchase consultation is established.This process elaborates the division of staff services as well as the service standards in pre-sale,on-sale,and after-sale stages.Besides,it also puts forward some advice for the previous three problems,which will ensure the smooth implementation of pharmaceutical care in drugstores.