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?
…Yes, they should be given priority for many people to get access to them…
7 Do you think people should support discount pharmacies when that means old-style community pharmacies used by many elderly people will be forced to close?
They should not support but only to improve the quality of services provided by the old style community pharmacies.
8 Please add any comments you would like to make about the quality of service provided by this pharmacy.
The quality of services provide in this pharmacy should be improved and qualified pharmacists employed.
Problems with the Survey
Inflexibility: the survey is inflexible, as it requires the initial study administration and study tool to remain and not to be changed throughout the data collection. It is hard most of the participants to remember or tell the truth about the asked questions. This is when the participants are asked about how the employees in a pharmacy have been responding to them when attending the pharmacy. Also, they might not be able to remember the products they have been getting from the pharmacy when asked (Groves &amp. Couper, 2011. The research should make sure that large sample of the selected participants reply. This will be hard, as some of the participants will look down upon the survey questions presented to them and may decide not to reply. The questions may be designed in a general manner that it will not be appropriate for all respondents. For example, questions might be designed in English, which will not be understood by old people (Larossi, 2006).
Rules for preparing good surveys
Write short questionnaire – the questionnaire should be as short as possible to make the respondent to differentiate between what is necessary and what is unnecessary.
Use simple words – this will make the recipients have a variety of backgrounds that they can use simple language (Fowler, 2002).
Assure a common understanding – everyone should understand the questions written in the same way. The researcher should not assume everyone understands the same way that he/she may use abbreviations, which are not understood by everyone.
Start with interesting questions – interesting questions should be brought at the beginning of the questionnaire. This will attract the attention of the respondent and he/she will have the courage to handle difficult or threatening questions later.
Avoid double negatives – double negatives will confuse the respondent when handling and understanding their meaning in the questions.
References
Fowler, F. J. (2002). Survey Research Methods. Michigan: SAGE Publications.
Larossi, G. (2006). The power of survey design: a users guide for managing surveys, interpreting results, and influencing respondents. USA: World Bank Publications.
Groves, R. M., &amp. Couper, M. P. (2011). Survey Methodology. Michigan: John Wiley and Sons.