The Consumer Experience with Pharmacy Services Survey (CEPSS)* quality domains
| Quality domain | Definition† |
|---|---|
| Pharmacy staff communication | Pharmacy staff listens carefully, treats you with respect and courtesy, spends time talking to you, shows concern for you, explains things in a way that is easy to understand, talks to you about your health. |
| Pharmacy care | Pharmacist talks to you about how your medicine is supposed to help you, advises you on how to treat a new health problem, talks to you about whether it is safe to take a new prescription medicine along with your regular prescription medicine. |
| Health and medication-focused communication | Pharmacy staff asks if you have problems with your medicine; you can talk to staff about your medicine as often and as soon as you want; when you have a new prescription filled, the staff tells you how often and when to take your medicine, what to avoid when taking your medicine, and what to do when you have bad reactions. |
| Clarity of written information about medicines | The instruction on your medicine label is easy to read and easy to understand; the pharmacy staff gives you written information about the medicine; the information on the medicine is written in a way that is easy to read and easy to understand. |
*The Pharmacy Quality Alliance developed a standardised survey that can be used to examine patient assessments of the quality of services they receive during ambulatory care pharmacy encounters. The survey is modelled after similar surveys of physicians and health plans and assesses patient experiences with the key elements of care. The survey focuses on the information flow between pharmacists and patients from the patient's perspective.
†Definitions were provided to the focus group participants.