Patient satisfaction with outpatient pharmaceutical services

Somani, Shabir M.; Daniels, Charles E.; Jermstad, Raymond L.

doi:10.1093/ajhp/39.6.1025

Cited by 5 publications

(5 citation statements)

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“…Reasons given for this consumer behaviour were mainly convenience, followed by availability of medication, and low prices. 8 Based on responses to a questionnaire survey of patient demand for community pharmacies in Tokyo and Osaka, patient satisfaction was influenced by the attitude of pharmacists and by specialised activities, such as providing information and explanations, and convenience of opening hours. Furthermore, comfortable facilities and availability of over-the-counter drugs that the respondents rated low in terms of importance influenced satisfaction while convenience of location did not.…”

Section: Introductionmentioning

confidence: 99%

Assessment of patient satisfaction with pharmaceutical services in a Nigerian teaching hospital

Oparah

Enato

Akoria

2004

International Journal of Pharmacy Practice

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Objective To assess patients' satisfaction with pharmaceutical services using an“ideal referent” model, and to further explore the validity of an existing patient satisfaction instrument. Method A cross‐sectional survey was conducted with a sample of 500 outpatients recruited consecutively at the University of Benin teaching hospital, Nigeria. A self‐completion questionnaire that employed a Likert‐type scale was used. Data were used to calculate scores on a scale that ranged from 20 to 100, with an assumed midpoint of 60. Descriptive statistics on the sample characteristics and questionnaire items were computed including means, standard deviations and frequency distributions. Varimax rotation with Kaiser normalisation was employed in principal factor analysis. Student's t‐test and one‐way ANOVA were used for inferential statistics. Key findings The instrument reliability was determined to be 0.9641 and was comparable to the reference study. Nearly half of the patients (46%) rated the amount of time the pharmacist offered to spend with them as poor. About one‐third rated promptness of prescription service as poor. Only 49% felt satisfied with the pharmaceutical services. Overall, pharmacy services received a satisfaction rating of 56.04±24.49, below the midpoint. Perceived satisfaction was significantly higher in “friendly explanation” than in “managing therapy” (t=3.916; P<0.0001). Conclusion The study provides evidence that patients experience low satisfaction with current pharmaceutical services at the study hospital. The sociodemographic characteristics of patients were not associated with their level of satisfaction. We further confirm the validity of the patient satisfaction questionnaire in a Nigerian practice setting.

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Section: Introductionmentioning

confidence: 99%

Assessment of patient satisfaction with pharmaceutical services in a Nigerian teaching hospital

Oparah

Enato

Akoria

2004

International Journal of Pharmacy Practice

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“…Previous research indicates that using satisfaction ratings provides a valid approach to assessing the quality of care from the patient perspective (21). Overall patient satisfaction prior to pharmacy renovation was found to be much lower in this study compared to others in the literature (10,11,22,23). In the pre-renovation survey, not a single satisfaction question received greater than 50% of the responses as "excellent" or "very good."…”

Section: Discussionmentioning

confidence: 51%

Evaluation of Patient Satisfaction Following Outpatient Pharmacy Renovation

Karpinski

Grauer

Metzler

et al. 2002

Journal of Pharmaceutical Marketing & Management

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Patient satisfaction before and after renovation of an outpatient pharmacy was studied. A survey was administered which asked respondents to rate their level of satisfaction with different aspects of their pharmacy visit. Potential relationships between patients' health status or amount spent on prescriptions and satisfaction were also evaluated. Pre-renovation satisfaction ratings were much lower than those seen elsewhere in the literature. However, following renovation, a statistically significant improvement in overall satisfaction was seen. No correlation was seen between health status or amount spent and satisfaction. Higher satisfaction ratings following renovation were most likely due to more efficient workflow, creation of an open model pharmacy design, and improvement in pharmacy aesthetics.

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“…Even though numerous reports describe patient satisfaction with pharmacy services, [14][15][16][17][18][19][20][34][35][36][37][38][39] only some 14,15,[17][18][19][20] used instruments with evidence of reliability and validity. These instruments do not assess comprehensively the construct of satisfaction with the pharmacist.…”

Section: Discussionmentioning

confidence: 99%

Development and Validation of the Satisfaction with Pharmacist Scale

et al. 2000

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To assess patients' satisfaction with pharmacists, seven questions were developed with semistructured input from 5 pharmacy practice faculty members and 11 patients with cancer. The study identified 1617 English- and Spanish-speaking patients with cancer or human immunodeficiency virus infection or acquired immunodeficiency syndrome who participated in a multisite validation of the Functional Assessment of Cancer Therapy Scale. Of these, 1124 had seen a pharmacist in the past 7 days and therefore were eligible; 608 spoke English and 516 Spanish. The seven items on the Satisfaction with Pharmacist (SWiP) scale were rated on a five-point Likert scale (0 = not at all to 4 = very much). The reliability of the English and Spanish versions was evaluated by Cronbach's alpha coefficients. The unidimensionality and construct validity were analyzed with the Rasch rating scale model. The alpha coefficients for the English and Spanish versions were 0.90 and 0.92, respectively. Rasch analyses of item responses showed that none of the items in either language was a misfit, which supported their ability to measure a unidimensional construct. Item difficulty plots revealed that no item exhibited differential functioning, indicating that the items performed the same in both languages. The SWiP scale has reliable and valid psychometric properties in English and Spanish and can be used to document the value of the pharmacist-patient relationship. It is easy to administer and is ready for further use and evaluation to determine and document outcomes of pharmaceutical care.

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Patient satisfaction with outpatient pharmaceutical services

Cited by 5 publications

References 0 publications

Assessment of patient satisfaction with pharmaceutical services in a Nigerian teaching hospital

Assessment of patient satisfaction with pharmaceutical services in a Nigerian teaching hospital

Evaluation of Patient Satisfaction Following Outpatient Pharmacy Renovation

Development and Validation of the Satisfaction with Pharmacist Scale

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