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Developing anchored measures of patient satisfaction with pharmaceutical care delivery: Experiences versus expectations

机译：制定针对患者对药物治疗的满意度的衡量指标：经验与期望

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Background: A pilot study was undertaken to evaluate patients’ satisfaction with pharmaceutical care (PC) activities delivered at community pharmacies. The objectives of the study were to: (1) operationalize patient satisfaction in terms of the advanced pharmacy practice experience (APPE) PC activities, (2) conduct psychometric analysis of the satisfaction instrument, and (3) assess the sensitivity of the instrument to detect any differences that may exist between what patients expect to receive versus what is actually experienced.Methods: Pharmacies affiliated with two national chains were recruited to participate. Asthma patients at each of these sites were invited to complete a survey designed to assess their expectations of and their experiences with PC at the respective site.Results: One hundred forty-seven surveys were completed from patients in 19 community pharmacies. Psychometric analysis confirmed the survey’s internal reliability and sensitivity to be very high. Data analysis suggested that most patients expect more from PC services than they actually experienced.Conclusion: Unlike other PC satisfaction surveys, this instrument allows patient experiences to be anchored against their expectations. The results suggest that most patients would be willing to engage in PC activities outlined in the survey.
机译：背景：进行了一项初步研究，以评估患者对社区药房提供的药物治疗（PC）活动的满意度。该研究的目的是：（1）根据高级药房实践经验（APPE）PC活动操作患者满意度，（2）对满意度工具进行心理计量分析，以及（3）评估该工具对满意度的敏感性检测患者期望接受的治疗与实际经历之间可能存在的差异。方法：招募有两个国家连锁店的药房参加。每个地点的哮喘患者均被邀请完成一项调查，以评估他们对各自地点的PC期望和使用PC的经验。结果：对19家社区药房的患者进行了47项调查。心理计量学分析证实了调查的内部可靠性和敏感性很高。数据分析表明，大多数患者对PC服务的期望超出其实际体验。结论：与其他PC满意度调查不同，该工具可将患者体验与他们的期望相结合。结果表明，大多数患者愿意参加调查中概述的PC活动。

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