Older adults’ perceptions of the influence of the Consumer Experience with Pharmacy Services Survey (CEPSS) in choosing/switching pharmacies
| Objective | Perceptions | Sample quotations |
|---|---|---|
| Perceived influence of the CEPSS in choosing pharmacies | Some older adults will use the CEPSS, in addition to other factors, to choose pharmacies. | “I think these [CEPSS domains] are important factors, but, there are other factors that I would look at in choosing a pharmacy like having complaints about inaccuracy, storing prescriptions, their billing, location, local variety of other items available in the store. So, this is only one group of factors I’d take in choosing a pharmacy. And there are the other factors that’d be equally or more important.” |
| Older adults think using the CEPSS to choose pharmacies will outweigh the use of convenience. | “…the first one [pharmacy] that I was going to, to get my prescriptions, it was because of convenience. But then the staff wasn’t as friendly and they didn’t ask you questions, and then somebody recommended someplace else but it was inconvenient. But it turned out…it was worth the inconvenience, because the staff there was really concerned and I wasn’t afraid to ask them questions.” | |
| Perceived influence of the CEPSS in switching pharmacies if current pharmacy had low ratings in domains | Some older adults would discount or ignore the low ratings of their pharmacy, placing more stock in their own experiences of their pharmacies. | “I would ignore—I’m very happy with my pharmacist and my pharmacy. And it wouldn’t make any difference what the report said. I mean, I’ve been to different pharmacists in the past and where I’m at now they know me by name, they talk—I mean it's just a very friendly relationship, and if I saw that they had a poor rating, I would really question the people that did the study.” “I agree with 1001, I’ve been using this pharmacy for a number of years, it meets all these criteria, I would give it, you know, high marks on all this criteria, so I don’t think I would change my use of that pharmacy.” |
| Personal experience with a pharmacy may over-ride the switch of pharmacies based on the CEPSS. | “I probably wouldn’t use [the CEPSS] because I’m happy with mine and I’d say they’d cut another tree down to write a report on stuff that is pretty obvious because you either go in there and you’re happy or you’re not happy and you go someplace else…experience means more than the report.” | |
| Some older adults would change their pharmacies if they found their pharmacy rated low in the domains. | “It might be down the road a little further, but I’d be looking for another pharmacy.” “Get your running shoes!” | |
| A switch in pharmacy will only occur if there is a negative personal experience. | “I don’t think I would change my pharmacy unless I had a bad experience at the one I went to…a personal experience.” | |
| A switch in pharmacy will occur because the CEPSS is based on other consumers’ experiences. | “I know the best information comes from my peers, the other people that are using the pharmacy…If there was a report that I knew that my peers contributed to that information and it said the pharmacy that I’m using right now is like, at the bottom of the list, I’d just leave…I'd be trying to get to the one that is at the top of the list, because I want to be treated fairly, I want to be acknowledged when I come up in there,…Some pharmacies have issues with having staff that are not as knowledgeable as others. And we don’t know that. We just go there and get our prescriptions, but if I see a report that says, ‘Out of 100 people, everybody says (Pharmacy name) on that corner is the best because they felt well treated…in communication they had time, the pharmacies were listening to them.’…I would definitely I’d be out of there.” | |
| Some older adults would want to know why their pharmacy rated low. | “I'm going to the manager of that pharmacy and saying, ‘Look, this is where you’ve reached, can we do something about this?’ And see what the reaction is. If it's, ‘Oh, we’ll try to do better,’ I might stay, but if they don’t come up to my satisfaction or to the number one, then I leave.” |