Tinelli Michela, Blenkinsopp Alison, Bond Christine
Centre of Academic Primary Care Health Economics Research Unit, University of Aberdeen, Aberdeen, UK.
Int J Pharm Pract. 2011 Jun;19(3):144-55. doi: 10.1111/j.2042-7174.2011.00110.x.
To develop, validate and apply a scale to measure patient satisfaction in a randomised controlled trial of community pharmacy service.
Published scales were reviewed to inform development of the patient satisfaction scale. Questionnaires were sent to patients in the control (n=500) and intervention (n=941) groups of a randomised controlled trial of community pharmacy-led management of coronary heart disease at baseline and 12-month follow-up. Any underlying main factors were assessed with exploratory factor analysis. Reliability and construct validity were tested. The 15-item scale was used to compare patient satisfaction across arms with their most recent pharmacy visit.
Response rates were 92% (461/500) for control and 96% (903/941) for intervention groups at baseline and 85% control (399/472) and intervention (810/941) at follow-up. At baseline satisfaction was very similar in the intervention and control groups (median scores of 42). At follow-up mean satisfaction had significantly improved for the intervention compared with the control (median scores of 46 compared with 43; P<0.01); intervention females were more likely to be satisfied with the service than males (49 compared with 44; P<0.01). Three main factors explained the majority of the data variance. Cronbach's alpha was 0.7-0.9 for both groups over time for all factors and total scale. An increase in the overall satisfaction corresponding to a decrease in subjects wanting that particular service to be provided during their next visit indicated construct validity of the scale.
A new scale of patient satisfaction with community pharmacy services was developed and shown to be reliable and valid. Its application showed increased satisfaction in the intervention group receiving a new pharmacy service.
在一项社区药房服务的随机对照试验中，开发、验证并应用一种量表来测量患者满意度。
查阅已发表的量表以指导患者满意度量表的开发。在一项由社区药房主导的冠心病管理随机对照试验的对照组（n = 500）和干预组（n = 941）中，在基线和12个月随访时向患者发放问卷。用探索性因子分析评估任何潜在的主要因素。测试信度和结构效度。使用该15项量表比较各研究组患者对其最近一次药房就诊的满意度。
基线时，对照组的应答率为92%（461/500），干预组为96%（903/941）；随访时，对照组应答率为85%（399/472），干预组为810/941。基线时，干预组和对照组的满意度非常相似（中位数分数为42）。随访时，与对照组相比，干预组的平均满意度显著提高（中位数分数分别为46和43；P<0.01）；干预组女性比男性更可能对服务满意（分别为49和44；P<0.01）。三个主要因素解释了大部分数据变异。所有因素和总量表在两组随时间变化的Cronbach's α系数为0.7 - 0.9。总体满意度的增加对应着希望在下一次就诊时提供该特定服务的受试者数量的减少，这表明该量表具有结构效度。
开发了一种新的社区药房服务患者满意度量表，并证明其可靠且有效。其应用显示接受新药房服务的干预组满意度有所提高。
