Faculty of Pharmacy, University of Ljubljana, Ljubljana, Slovenia.
Eval Health Prof. 2010 Jun;33(2):197-215. doi: 10.1177/0163278710361924. Epub 2010 May 10.
The objective of this study was to develop a psychometrically valid, multidimensional, self-administered, general questionnaire measuring patient satisfaction with pharmacy performance for outpatients. A multiphase development process was employed to attain this goal. In Phase I, questionnaire's content was generated using interviews with pharmacy users regarding their experiences and expectations relating to pharmacies. In Phase II, the content and format of the questionnaire was defined in a two-round modified Delphi study, where an expert panel estimated importance of generated items for patient satisfaction. In Phase III, the initial validation of the questionnaire, which included a random sample of 5,400 patients coming out of the selected pharmacies, took place. The outcome of the development process is a questionnaire that focuses on issues expressed as important by patients, takes into account services as well as the supporting structure, and includes items relevant to an individual pharmacy and demonstrates satisfactory psychometric properties.
本研究旨在开发一种具有心理测量学效度的多维、自我管理的、针对门诊患者的一般性药剂科服务满意度问卷。采用多阶段开发过程来实现这一目标。在第一阶段，通过对药剂科使用者进行访谈，了解他们对药剂科的体验和期望，从而生成问卷内容。在第二阶段，采用两轮改良 Delphi 研究来确定问卷的内容和格式，其中专家小组评估了生成的项目对患者满意度的重要性。在第三阶段，对该问卷进行了初步验证，该阶段纳入了来自选定药剂科的 5400 名随机患者样本。开发过程的结果是一份问卷，该问卷侧重于患者认为重要的问题，同时考虑了服务以及支持结构，并包含与个别药剂科相关且具有令人满意的心理测量学特性的项目。
