Development and validation of a Spanish language patient satisfaction questionnaire with drug dispensing

Armando, Pedro; Pérez, Sebastián; Pallares, Mercè Marti; Uthurry, N.H. Solá; Dáder, María José Faus

doi:10.1007/s11096-007-9158-3

Cited by 19 publications

(33 citation statements)

References 17 publications

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“…[26,27] The primary care center pharmacy normally dispenses very simple medications; it does not take much time to prepare or dispense like hospitals, some hospital pharmacies do not have a waiting area, this may lead patient un-satisfy with pharmacy services. In Medication Availability domain our results within range results of community pharmacies international studies [2][3][4][5][6][7][8][9][10][11] and better than results of hospital pharmacies studies by Surur AS et al [19] and rage results of community pharmacies national and Gulf region studies. [26,27] The number of medications at hospital pharmacies is huge list reach to sometimes more than 800 items, it does not look like primary care medication not exceeding more 120 items, maybe it is easier to follow up the medication availabilities than hospitals.…”

Section: Discussionsupporting

confidence: 68%

“…In Pharmacy location domain results within range results of community pharmacies international studies [2][3][4][5][6][7][8][9][10][11] and better than results of hospital pharmacies study conducted by Surur AS et al [19] and range results of community pharmacies national and Gulf region studies. [26,27] Most hospitals the pharmacy located at basement while at primary care center located near the clinics and some community pharmacies at our region found in not good position.…”

Section: Discussionmentioning

confidence: 99%

“…The plan contains assessment and follow-up indicators, one of the major indicators elements was a patient satisfaction of pharmaceutical care. [1] Most of the previous literature around the world studied general patient satisfaction at community pharmacies, [2][3][4][5][6][7][8][9][10][11][12] some literature discussed patient satisfaction measurement with an emphasis of special clinical pharmacy program at community pharmacies. [13][14][15][16] Other studies addressed patient satisfaction at hospital pharmacies, [17][18][19] and some literature emphasized on specialized clinical pharmacy program at the hospital.…”

Section: Introductionmentioning

confidence: 99%

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Patient satisfaction of pharmaceutical care of primary care centers at Ministry of Health in Saudi Arabia

Alomi¹,

Kurdy²,

Aljarad³

et al. 2016

JPPCM

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Objective: The study examined patient satisfaction with pharmaceutical care of selected domains at primary care centers of Ministery of Health in Saudi Arabia as a pilot study. Methods: It is a cross-sectional self-administered survey of pharmaceutical care at selected primary care centers. The survey contains two parts; the first part was demographic data about the patients, the second part was several domains about various pharmaceutical care services. This survey had distributed to three primary care centers at the east providence, middle region, and east providence. The 5-point Likert response scale system used with Arabic and English language.All data and variables analyzed by Microsoft Excel program version 10 and statistical package of social science (SPSS) version 20. Results: The study sample size was 862 with response rate 45.85%, Of that 77.3% were male, 22.62% were female. The average age was 39.6. The majority of patients were in very good health 319 (37%) and good health status 338 (39.21%).The highest score of patient satisfaction with domains was Medication Availability, patient counseling, and Pharmacist and Patient Relationships. The lowest score of patient satisfaction with domains was pharmacy communication and medication reconciliation. The patients showed overall satisfied with pharmaceutical care at primary care center pharmacies with average score 4.01 of the maximum score of 5, without any difference between three centers (p>0.05). Conclusion: Patient satisfaction with pharmaceutical care was very goods. It reflected good pharmacy services offered to the patients with emphasis to patient counseling to patients and pharmacist patient relationships. The pharmacy communication and medication reconciliation should be reviewed to prevent drug-related problems and improve pharmaceutical care at MOH primary care centers in Saudi Arabia.

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Section: Discussionsupporting

confidence: 68%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Patient satisfaction of pharmaceutical care of primary care centers at Ministry of Health in Saudi Arabia

Alomi¹,

Kurdy²,

Aljarad³

et al. 2016

JPPCM

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“…Satisfaction with the pharmacist service was measured with a patient-satisfaction questionnaire (Armando et al 2008). …”

Section: Measurementsmentioning

confidence: 99%

Evaluation of a pharmacist intervention on patients initiating pharmacological treatment for depression: A randomized controlled superiority trial

Rubio-Valera

March-Pujol

Fernández

et al. 2013

European Neuropsychopharmacology

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Abstract:Major depression is associated with high burden, disability and costs. Non-adherence limits the effectiveness of antidepressants. Community pharmacists (CP) are in a privileged position to help patients cope with antidepressant treatment. The aim of the study was to evaluate the impact of a CP intervention on primary care patients who had initiated antidepressant treatment. Newly diagnosed primary care patients were randomised to usual care (UC) (92) or pharmacist intervention (87). Patients were followed up at 6 months and evaluated three times (Baseline, and at 3 and 6 months). Outcome measurements included clinical severity of depression (PHQ-9), health-related quality of life (HRQOL) (Euroqol-5D) and satisfaction with pharmacy care. Adherence was continuously registered from the computerised pharmacy records. Non-adherence was defined as refilling less than 80% of doses or having a medicationfree gap of more than 1 month. Patients in the intervention group were more likely to remain adherent at 3 and 6 month follow-up but the difference was not statistically significant.Patients in the intervention group showed greater statistically significant improvement in HRQOL compared with UC patients both in the main analysis and PP analyses. No statistically significant differences were observed in clinical symptoms or satisfaction with the pharmacy service. The results of our study indicate that a brief intervention in community pharmacies does not improve depressed patients' adherence or clinical symptoms. This intervention helped patients to improve their HRQOL, which is an overall measure of patient status.

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“…The potential new service most wanted by veteran pharmacy customers in the U.S. was the availability of a pharmacist to talk with patients by telephone. 9 Although a variety of instruments have been developed to measure customer satisfaction with pharmacies/pharmacists (see 10,[11][12][13] ), these instruments do not provide an understanding of customer expectations in relation to the actual services provided. 14 An analysis of the pharmacy staffs' perspective could shed light on this issue if we consider that the difference between consumer expectations of what constitutes good service quality and the pharmacy staffs' understanding of these expectations or their preparedness and ability to meet them determines the pharmacy's actual service quality.…”

Section: Introductionmentioning

confidence: 99%

Service quality in community pharmacy: An exploration of determinants

White

Klinner

2012

Research in Social and Administrative Pharmacy

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BACKGROUND: Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants.OBJECTIVES: This study aimed to explore the perceptions of pharmacy staff regarding the factors which constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality.METHODS: Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in three community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery and the communication to customers. RESULTS: From the pharmacy staff perspective, service quality is significantly limited by insufficient organisation-internal communication and control processes which impede role clarity and the resolution of conflicting role expectations among customer service staff. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable and accepted quality specifications by pharmacy management.CONCLUSIONS: The study indicates that the extent and quality to which pharmacy management sets, maintains and communicates service quality specifications to staff directly affects role clarity, role conflict and organisational commitment among customer service staff, which in turn directly influence the level of service quality provided to customers.

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Development and validation of a Spanish language patient satisfaction questionnaire with drug dispensing

Abstract: The questionnaire developed shows evidence of validity and reliability for evaluating patient satisfaction with the dispensing service in community Pharmacies in Spain.

Cited by 19 publications

References 17 publications

Patient satisfaction of pharmaceutical care of primary care centers at Ministry of Health in Saudi Arabia

Patient satisfaction of pharmaceutical care of primary care centers at Ministry of Health in Saudi Arabia

Evaluation of a pharmacist intervention on patients initiating pharmacological treatment for depression: A randomized controlled superiority trial

Service quality in community pharmacy: An exploration of determinants

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