Dussart Claude, Dussart Sophie, Almeras David, Camal Isabelle, Grelaud Gilles
Military teaching hospital Desgenettes, Hospital pharmacy, Lyon, France.
J Eval Clin Pract. 2009 Apr;15(2):252-6. doi: 10.1111/j.1365-2753.2008.00990.x.
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.
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.
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.
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.
医院药房旨在优化药学服务实践。传统上，需要评估患者满意度。同样，对于像医院药房这样的服务提供者来说，评估其客户（医生、护士和药房工作人员）的满意度也是必要的。本文的目的是评估用户对个体化调配系统的满意度。
在一家法国军事教学医院，相隔数年重复进行了一项包含14个封闭式问题和1个开放式问题的调查。问卷以匿名方式发放给不同的相关人员：医生、护士、药房工作人员。
共有57名个体化调配系统的用户（29名护士、18名医生和10名药房工作人员）参与了调查。在医院层面，用户对该系统的评价是积极的。所研究的药学服务的各个维度均未得到负面评价。总体而言，用户对计算机系统的评价是唯一得到负面评价的参数。总的来说，大多数维度被判定为令人满意：对个体化调配系统的信心、送达护理单元的时间、对成本控制的影响、单剂量包装的展示质量以及受访者的表现。对患者的益处被判定为非常令人满意。所涉及的工作量、错误的频率和严重程度、信息处理系统的可用性及其对患者安全的影响被判定为相当令人满意。最后，药学信息的质量被评为中等。
对一项服务或实践的评估应包括对该服务满足用户需求程度以及服务提供质量的评估。这样，我们医院就有了一个全面、可靠且有效的工具来评估用户对个体化调配系统的满意度。本文展示了在专业实践中使用简单且可靠工具的意义。
