Service Quality and Adherence: A Consumer Based Study on Non Adherence Behaviour in the HMR

Lanchi Snell; Lesley White

Service Quality and Adherence: A Consumer Based Study on Non Adherence Behaviour in the HMR

Lanchi Snell, Lesley White

Research output: Book chapter/Published conference paper › Conference paper

Abstract

This paper presents the findings from an exploratory study with 20 Home Medicines Review(HMR) patients in Australia. The HMR program is a government initiative aimed atimproving patient health and involves collaboration between the GP, pharmacist and patient in reviewing patient use of medicines. The objective of our study was to develop a sociocognitive model of service quality and adherence with respect to the HMRs. Specifically, we explored how emotional intelligence (EI) and perceived health competence (PHC) affect service quality perceptions and whether these evaluations impact the patients' adherence behaviour. The findings suggest that EI and PHC influence quality perceptions, which in turn impacts adherence. A conceptual model has been developed reflecting these relationships asa basis for further research

Original language	English
Title of host publication	Sustainable management and marketing
Editors	Dewi Tojib
Place of Publication	Australia
Publisher	ANZMAC
Pages	1-8
Number of pages	8
ISBN (Electronic)	1863081607
Publication status	Published - 2009
Event	Australian and New Zealand Marketing Academy Conference - Monash University, Melbourne, Australia Duration: 30 Nov 2009 → 02 Dec 2009

Conference

Conference	Australian and New Zealand Marketing Academy Conference
Country	Australia
City	Melbourne
Period	30/11/09 → 02/12/09

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Cite this

Snell, L., & White, L. (2009). Service Quality and Adherence: A Consumer Based Study on Non Adherence Behaviour in the HMR. In D. Tojib (Ed.), Sustainable management and marketing (pp. 1-8). ANZMAC.

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abstract = "This paper presents the findings from an exploratory study with 20 Home Medicines Review(HMR) patients in Australia. The HMR program is a government initiative aimed atimproving patient health and involves collaboration between the GP, pharmacist and patient in reviewing patient use of medicines. The objective of our study was to develop a sociocognitive model of service quality and adherence with respect to the HMRs. Specifically, we explored how emotional intelligence (EI) and perceived health competence (PHC) affect service quality perceptions and whether these evaluations impact the patients' adherence behaviour. The findings suggest that EI and PHC influence quality perceptions, which in turn impacts adherence. A conceptual model has been developed reflecting these relationships asa basis for further research",

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N2 - This paper presents the findings from an exploratory study with 20 Home Medicines Review(HMR) patients in Australia. The HMR program is a government initiative aimed atimproving patient health and involves collaboration between the GP, pharmacist and patient in reviewing patient use of medicines. The objective of our study was to develop a sociocognitive model of service quality and adherence with respect to the HMRs. Specifically, we explored how emotional intelligence (EI) and perceived health competence (PHC) affect service quality perceptions and whether these evaluations impact the patients' adherence behaviour. The findings suggest that EI and PHC influence quality perceptions, which in turn impacts adherence. A conceptual model has been developed reflecting these relationships asa basis for further research

AB - This paper presents the findings from an exploratory study with 20 Home Medicines Review(HMR) patients in Australia. The HMR program is a government initiative aimed atimproving patient health and involves collaboration between the GP, pharmacist and patient in reviewing patient use of medicines. The objective of our study was to develop a sociocognitive model of service quality and adherence with respect to the HMRs. Specifically, we explored how emotional intelligence (EI) and perceived health competence (PHC) affect service quality perceptions and whether these evaluations impact the patients' adherence behaviour. The findings suggest that EI and PHC influence quality perceptions, which in turn impacts adherence. A conceptual model has been developed reflecting these relationships asa basis for further research

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