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Evaluación de la satisfacción del cliente de la Drogueria Villa Clara, 2008-2009

Keywords: drug distribution, satisfaction of clients, quality.

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introduction: villa clara drugstore is in charge of the distribution of drugs, reagents, and other medical inputs in this cuban province. it has commercial relations with a wide variety of clients, but the most important ones are those within the health system. objective: to evaluate the quality of service rendered by this entity to hospitals, polyclinics and pharmacies in the province in 2008 and 2009. methods: a representative sample from these institutions in all villa clara municipalities was selected and the personnel in charge of medications in each unit was surveyed. satisfaction index for each surveyed client was determined as well as the overall satisfaction index for policlinics, hospitals, and pharmacies. on the other hand, the overall satisfaction index in each assessed year was estimated. results: the service offered by villa clara drugstore in the years 2008 and 2009 was qualified as good, with tangible improvement since the satisfaction indexes increased from 84.8 % in 2008 to 88.8 % in 2009. conclusions: the clients consider that the drug availability is the main distribution problem in the province.


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