Patterns and perceptions of hospital pharmacy services in Victoria, Australia - Part 2. The users

Sally G Wilson, Colin B Chapman

Research output: Contribution to journalArticleResearchpeer-review


Objective: To determine the perceptions and service requirements of the major hospital pharmacy customers: doctors and nurses. Method: Three thousand nine hundred and eighty-four questionnaires were distributed to a random sample of doctors and nurses in hospitals in Victoria, Australia. Setting: A stratified (by hospital), random sample of doctors and nurses were surveyed in Victoria, Australia. Key Findings: The research identified a relatively poor awareness of pharmacy service availability in hospitals. Service requirements were identified and a customer service model developed which shows that doctors see the pharmacist's role as predominantly dispensing and the provision of information and education on drugs. They do not support a clinical role. However, nurses support some clinical role for the pharmacists but not in as extensive a way as pharmacists' desire. Conclusion: Hospital pharmacists need to educate doctors and nurses about the services they provide, with emphasis being placed on the benefits of the services, especially clinical services.

Original languageEnglish
Pages (from-to)25-32
Number of pages8
JournalJournal of Social and Administrative Pharmacy
Issue number1
Publication statusPublished - 1 Jan 2002


  • Australia
  • Customer service
  • Doctors
  • Hospital
  • Model
  • Nurses
  • Perception
  • Pharmaceutical services
  • Pharmacists
  • Pharmacy services
  • Requirements
  • Survey

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