Evaluation of Patient Satisfaction in Outpatient Pharmacy

http://www.aulamedica.es/gdcr/index.php/fh/article/download/833/833

Evaluación de la satisfacción y de la insatisfacción de pacientes atendidos en la unidad de atención farmacéutica a pacientes externos

Purpose : To examine the effect of divergence in patients’ socioeconomic background on their perspective of the roles of the pharmacist in Amman, Jordan. Methods : This was a single-phase observational study conducted in two different socioeconomic areas: Western (WA) and Eastern Amman (EA, which is of a lower socioeconomic status than WA) in March to May of both 2009 and 2010. A validated questionnaire was completed by patients walking into community pharmacies. The source of advice (clinical specialist, general practitioner, pharmacist, nurse or herbalist) regarding patient's disease management and medication use, as well as patients’ expectation of the pharmacist were investigated. Results : 2000 patients (mean age: 35.1 ± 13.7 years, 57.2 % males) visiting community pharmacies in Amman (1000 each from WA and EA) took part in the study. The majority of patients chose the pharmacist as the source of advice on medication use (WA, 50.8 %; EA, 53.6 %), followed by the clinical specialist (WA, 35.7 % vs EA, 26.9 %, p = 0.001). Other aspects of patient perspective and expectation of the pharmacist were also assessed; in several instances, more reliance on the pharmacist was observed in EA (lower socioeconomic status) than in WA. Conclusion : The findings of this study is important for future social pharmacy studies in the area, as it shows that socioeconomic status influences patient’s perception of the role of the community pharmacist in Amman, Jordan. Keywords : Socioeconomic status, Community pharmacist, Jordan, Patient perception, Counseling

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Effect of Divergence in Patients’ Socioeconomic Background on their Perspective of the Role of the Community Pharmacist in Amman, Jordan

Objective To analyse the factors leading to greater satisfaction among patients attending the outpatient hospital pharmacy (OPh). Methods A cross-sectional study was conducted of patients attending the OPh of a 1250-bed university hospital. A self-administered questionnaire for measuring outpatients9 satisfaction was developed. Global satisfaction was measured on a scale of 1 to 10. Indices of perceived quality for accessibility, interpersonal professional–patient relationship and the convenience of the process were modelled through a principal component analysis using varimax rotation. The relationship between the principal components and overall satisfaction was evaluated using regression analysis. Results A questionnaire-based survey was conducted between May and June 2015. A total of 509 valid responses (86.9% response rate) were collected from the OPh. The overall satisfaction score was 7.81 (95% CI 7.59 to 8.04). The principal component analysis produced two components that explained 62.1% of the variance. The first component (CP1) contained questions related to the adequacy of the resources and services. The second component (CP2) contained questions about interpersonal professional–patient relationship. An additional unit in the CP2 was associated with a 3.23 increased risk of having higher satisfaction scores, while an increase of an additional unit in CP1 was associated with a 1.93 increased risk of having higher satisfaction scores. Conclusions Our study shows that the factor which predicts the satisfaction of patients who come to the OPh is the quality of care provided by pharmacists—in particular, information provided, resolution of doubts, personal attention and time devoted to the patient.

https://ejhp.bmj.com/content/ejhpharm/25/4/183.full.pdf

Factors associated with patient satisfaction in an outpatient hospital pharmacy

Resumen Objetivo Evaluar el grado de satisfaccion de pacientes atendidos y auxiliares de farmacia del area de pacientes externos del servicio de farmacia tras una reestructuracion del espacio y del procedimiento de dispensacion. Metodos Tres meses despues de la reestructuracion del area (enero de 2009), se entregaron encuestas de satisfaccion (anonimas y voluntarias) durante 2 semanas a una muestra de los 3.300 pacientes/mes atendidos y a los auxiliares que trabajaron en ella. Ambas constaban de ocho preguntas cerradas con formato tipo Likert referentes al espacio fisico, la organizacion, la dispensacion y la satisfaccion global (variable principal) mas una pregunta abierta para recoger sugerencias. Resultados Recibieron la encuesta 265 pacientes (tasa de respuesta, 94%). El aspecto mejor valorado fue la confidencialidad (4,2 ± 0,7) y el peor, la zona de espera (3,2 ± 1). Se entregaron y se contestaron 26 encuestas por parte de los auxiliares. La mayor puntuacion se obtuvo en la instalacion del lector del codigo de barras (3,9 ± 0,6) y la menor, en la organizacion del almacen (3,1 ± 1,2). En la pregunta abierta se recogieron comentarios sobre falta de personal, dificultad del sistema informatico, organizacion y poca claridad de las prescripciones. El grado de satisfaccion global de los pacientes fue de 4,2 ± 0,6 y el de los auxiliares, 3,7 ± 0,7. Conclusiones Los resultados nos han proporcionado una informacion util para evaluar cambios y detectar puntos de mejora. En la mayoria de las cuestiones se ha detectado un mayor grado de satisfaccion en los pacientes que en los trabajadores. Son necesarias nuevas acciones de mejora en el espacio fisico y en la organizacion.

Satisfacción percibida por los pacientes y por el personal auxiliar de farmacia del área de atención a pacientes externos como método de mejora de la calidad

https://encuestas.insp.mx/calidad/doctos/tUWLwdgw3RF4Gdbo0SsTPqb7JsdnY6.pdf

L. Margusino

Papers

Calidad percibida por los pacientes externos en la consulta de atención farmacéutica del servicio de farmacia