Montero A, Feal B, Calvín M, Margusino L, Hurtado J L, Vázquez I, Martínez A, Jorge S, Martín I
Servicio de Farmacia, Subdirección Servicios Centrales, A Coruña, Spain.
Farm Hosp. 2006 Mar-Apr;30(2):105-11. doi: 10.1016/s1130-6343(06)73955-1.
To know the satisfaction degree manifested by outpatients presenting in the hospital pharmacy department pharmaceutical care clinic, and to identify organizational improvement items.
A survey with 8 close-ended questions and 1 open-ended question was designed where patients recorded their suggestions or comments on the service provided. A sample size of 591 surveys was estimated, which allowed to estimate parameters of interest with a 95% confidence interval and a +/- 5% accuracy, adjusting by a 40% potential losses percentage.
Overall response rate was 70%; 23.6% of patients considered that finding the PD was difficult or very difficult. Waiting time was normal for 51.8%, but long or excessive for 18.4% of patients. Fifty-six percent of individuals considered the information received useful or very useful, and 81.1% considered that staff friendliness was good or very good. Care timetable was inadequate for 18.1%; 47.7% pointed out that the attending pharmacist did not identify him or herself. Overall satisfaction extent was 7.51 (of 10). A plan for improvement activities was designed and implemented regarding: care timetable, pharmacy department signaling, and general information on clinic matters.
The survey allowed to identify organizational weaknesses. Overall score was very satisfactory, yet improvable. Future surveys are required for result comparisons and continual improvement assessment.
了解在医院药房药学服务门诊就诊的门诊患者所表现出的满意度，并确定组织改进项目。
设计了一项包含8个封闭式问题和1个开放式问题的调查，患者可在其中记录他们对所提供服务的建议或意见。估计样本量为591份调查问卷，这样可以在95%的置信区间和±5%的准确度下估计感兴趣的参数，并根据40%的潜在损失率进行调整。
总体回复率为70%；23.6%的患者认为找到药学博士很难或非常难。51.8%的患者等待时间正常，但18.4%的患者等待时间长或过长。56%的人认为收到的信息有用或非常有用，81.1%的人认为工作人员的友好程度良好或非常好。18.1%的人认为护理时间表不合适；47.7%的人指出主治药剂师没有表明自己的身份。总体满意度为7.51分（满分10分）。针对护理时间表、药房标识以及诊所事宜的一般信息制定并实施了改进活动计划。
该调查有助于识别组织中的薄弱环节。总体得分非常令人满意，但仍有改进空间。需要进行未来调查以比较结果并评估持续改进情况。
