Developing a multilevel "blueprint" visualizing the care process in community pharmacies

Mirjam Thanner, Eckhard Nagel & Julika Loss
Introduction: Quality management (QM) and customer orientation are important issues for pharmacies as the health care sector grows increasingly competitive. It is essential for the pharmacy staff to know the patients’ perspective of the received care. A QM tool developed in the service industry,[for full text, please go to the a.m. URL]