Assessing user satisfaction and hospital pharmacy practice: application to an individualized dispensing system in a French military teaching hospital.

RATIONALE AND AIMS

Hospital pharmacy aims at optimizing pharmaceutical care practice. Classically, assessing patient's satisfaction is required. Same manner, for a service provider such as a hospital pharmacy, it is necessary to evaluate the satisfaction of its customers: physicians, nurses and pharmacy staff. The aim of this paper was to assess user satisfaction with an individualized dispensing system.

METHOD

A survey including 14 close-ended and 1 open-ended questions was repeated at several years' distance in a French military teaching hospital. Questionnaires were administered anonymously to the different actors involved: physicians, nurses, pharmacy staff.

RESULTS

Fifty-seven users of an individualized dispensing system (29 nurses, 18 physicians and 10 pharmacy staff) were included in the survey. At the level of the establishment, users' opinion about the system was positive. None of the dimensions studied concerning the pharmaceutical service was rated negatively. Overall user opinion about the computer system was the only parameter rated negatively. In total, most dimensions were judged satisfactory: confidence in the individualized dispensing system, time of delivery at the care unit, impact on cost control, quality of the presentation of unit doses and performance of respondents. The benefit for the patients was judged very satisfactory. The workload involved, the frequency and severity of errors, the serviceability of the information processing system and its impact on patient safety were judged fairly satisfactory. Finally, the quality of pharmaceutical information was rated average.

CONCLUSIONS

An evaluation of a service or a practice should include an assessment of how well the service meets the needs of the user and how well the service is provided. A comprehensive, reliable and valid instrument for assessing user's satisfaction with individualized dispensing system is then available in our hospital. This paper demonstrated the interest of using simple and robust tools in professional practice.