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 patientin reviewing patient use of medicines. The objective of our study was to develop a sociocognitivemodel of service quality and adherence with respect to the HMRs. Specifically, weexplored how emotional intelligence (EI) and perceived health competence (PHC) affectservice quality perceptions and whether these evaluations impact the patients' adherencebehaviour. The findings suggest that EI and PHC influence quality perceptions, which in turnimpacts adherence. A conceptual model has been developed reflecting these relationships asa basis for further research.
|Title of host publication||Australian and New Zealand Marketing Academy Proceedings|
|Place of Publication||Melbourne, Australia|
|Number of pages||8|
|Publication status||Published - 2009|