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Write 1 page with APA style on Module 5 (survey). Module 5 (Survey) Pilot Testing of Surveys Instructions Complete the attached survey yourself (without interaction with others)Identify problems with
Write 1 page with APA style on Module 5 (survey). Module 5 (Survey) Pilot Testing of Surveys Instructions Complete the attached survey yourself (without interaction with others)
Identify problems with the survey, and make a list of them.
Make a list of rules for preparing good surveys.
Quality Indicators in Community Pharmacies
Customer Survey
Instructions
This survey seeks your opinions about the service at your community pharmacy, and the quality of what you receive and the employees, why you shop there and whether it meets your needs and your feelings about the pharmacy.
The survey has three parts. Please complete all parts. For parts A and B, circle the number that best reflects your feelings. There are no right or wrong answers, we are just seeking your opinions.
Part A – Your feelings about the quality of the service that your pharmacy provides
In relation to… this pharmacy
Fails to meet Far exceeds my expected my expected service level service level
1
Physical facilities: visual appeal, practicality of store layout, accessibility of items, width of aisles, special promotions.
1 2 3 4 5 6 7
2
The appearance of employees.
1 2 3 4 5 6 7
3
Providing services at the time it promises to do so, and right first time.
1 2 3 4 5 6 7
4
Providing services right first time.
1 2 3 4 5 6 7
5
Attitude and knowledge of employees.
1 2 3 4 5 6 7
6
Educated, intelligent, accomplished employees.
1 2 3 4 5 6 7
7
Providing appropriate and accurate health-related advice.
1 2 3 4 5 6 7
8
Providing operating hours that are convenient for me every day.
1 2 3 4 5 6 7
9
Providing a range of products to suit my needs.
1 2 3 4 5 6 7
10
Providing caring, individualised attention.
1 2 3 4 5 6 7
Overall service of the pharmacy
Poor Excellent
14
How would you rate the job knowledge and skills of employees in the pharmacy to deliver superior quality work and service?
1 2 3 4 5 6 7
15
How would you rate the overall quality of service provided by the pharmacy?
1 2 3 4 5 6 7
16
When compared to other pharmacies, how would you rate the overall superiority of service provided by this pharmacy?
Superior Inferior
1 2 3 4 5 6 7
17
What is your overall level of satisfaction with this pharmacy?
Very high Very low
1 2 3 4 5 6 7
Part B - Your feelings about waiting times and prices at this pharmacy
1
What do you consider to be an acceptable waiting time to get a script filled? 30minutes ………………..
2
I frequently have to wait for a script. Yes yes / no
2
In your experience, what is the average waiting time at this pharmacy? 1 Hour ………………..
3
Do you think the government should keep pharmacy prices low so that they are available to everyone? yes / no. Yes
4
Please show how prices at this pharmacy compare with other pharmacies.
More Much
costly cheaper
1 2 3 4 5 6 7
5
Please show how quality at this pharmacy compares with other pharmacies.
Much Much
better worse
1 2 3 4 5 6 7
Part C - Your feelings of loyalty and commitment to this pharmacy
Strongly Strongly disagree agree
1
I am likely to say positive things about this pharmacy to other people.
1 2 3 4 5 6 7
4
I consider this pharmacy my first choice to buy the appropriate goods and services.
1 2 3 4 5 6 7
5
I am likely to do more business with this pharmacy in the next few years.
1 2 3 4 5 6 7
1
I really care about the fate of this pharmacy.
1 2 3 4 5 6 7
2
I feel a great deal of loyalty and a sense of belonging to this pharmacy to this pharmacy.
1 2 3 4 5 6 7
3
I am willing to put in effort to help this pharmacy be successful because my relationship with this pharmacy is very important to me.
1 2 3 4 5 6 7
Section D – Your feelings about the pharmacy you use most
Location and convenience
Strongly Strongly
agree disagree
1
This pharmacy is located in an area that is convenient for me because of its proximity to other stores.
1 2 3 4 5 6 7
2
This pharmacy is located in an area that I find physically accessible (eg, near ramps or car parks).
1 2 3 4 5 6 7
3
This pharmacy is located in an area that is accessible by transport.
1 2 3 4 5 6 7
4
It is easy and cheap to park near this pharmacy.
1 2 3 4 5 6 7
6
Generally, this facility provides an environment that is free from danger.
1 2 3 4 5 6 7
Part D - Information about you (please tick the appropriate box)
1
Male Female
2
Age
18 to 25 25 to 35 35 to 45 45 to 55 55 to 65 66 and over
3
Number of years you have been a customer of this pharmacy
less than 1 year 1 to 2 years 3 to 5 years more than 5 years
4
Approximate household income
120,000
5
How often have you used this pharmacy for goods and/or services in the past 12 months?
usually frequently infrequently not so often never
6 Do you think pharmacies should be given a priority place in shopping centers?
...
