Department of Pharmacology, Faculty of Pharmacy, Research Group CTS-528 Pharmacotherapy and Pharmaceutical Care, University of Seville, C/Prof. García González 2, 41012, Seville, Spain.
Int J Clin Pharm. 2011 Dec;33(6):949-57. doi: 10.1007/s11096-011-9566-2. Epub 2011 Dec 1.
The concept of Pharmaceutical Care (PC) is being gradually developed, and it's impact in health care should be measured using a quality tool.
The aim of this study was to describe and assess the psychometric properties of a patient satisfaction questionnaire (PSQ) for PC services in community pharmacies in Seville, Spain. It was based on a previous questionnaire in Spanish.
The face and content validity were assessed using the items of a validated questionnaire developed by Traverso et al. and adapted to the Seville pharmacy patient population. The PSQ was designed for use in the community pharmacy setting by a panel of seven pharmacists with expertise in both PC and questionnaire design. The result, was a 'draft PSQ' which comprised of 27 multidimensional items, with responses recorded on a five-point 'Likert-type scale'. The validity and reliability of the 'final PSQ' was carried out using a cross-sectional and analytical study. Eighteen community pharmacies agreed to participate in the study. The draft PSQ was a self completion questionnaire distributed to patients by pharmacists following selection criteria. The survey response rate was assessed. The validity was determined by establishing the distribution of the PSQ's items and dimensions of the PSQ through factor analysis, and the reliability was evaluated with Cronbach's alpha coefficient (α).
Two-hundred and twenty-three patients took part in the study.The factor analysis with varimax rotation established a 'final PSQ' with 24 items over two dimensions: Medication Therapy Management (MTM) and General satisfaction with the pharmacy/staff and services (GSP/SS) which extracted 63.5% of the variance. The internal consistency by α was 0.964 for the PSQ and 0.959 and 0.916 for the two dimensions, respectively. The median (mode) score for GSP/SS was 5.0 (5.0) and 4.0 (5.0) for MTM. The Wilcoxon-test indicated that the difference between these scores was statistically significant (P < 0.001).
Our results suggest that the PSQ is a two dimensional instrument with psychometric properties able to assess patient satisfaction in community pharmacies. However, its validity and reliability need to be further confirmed in different PC settings and its sensitivity to measure changes in satisfaction over time also needs to be established.
药学服务（Pharmaceutical Care，PC）的概念正在逐步发展，应该使用质量工具来衡量其对医疗保健的影响。
本研究旨在描述和评估西班牙塞维利亚社区药房 PC 服务患者满意度问卷（PSQ）的心理测量学特性。该问卷基于 Traverso 等人之前开发的西班牙文问卷。
使用经过验证的问卷的项目评估表面效度和内容效度，该问卷由 Traverso 等人开发，并针对塞维利亚药剂师患者人群进行了调整。PSQ 由七位在 PC 和问卷设计方面均具有专业知识的药剂师组成的小组设计，用于社区药剂师环境。结果是一份“草案 PSQ”，包含 27 个多维项目，使用五点“李克特量表”记录回答。通过横断面和分析研究对“最终 PSQ”的有效性和可靠性进行了评估。有 18 家社区药房同意参与研究。药剂师根据选择标准向患者分发草案 PSQ 进行自我完成问卷调查。评估了调查响应率。通过因子分析确定 PSQ 项目和 PSQ 维度的分布来确定有效性，并通过 Cronbach's alpha 系数（α）评估可靠性。
223 名患者参与了研究。通过方差最大旋转的因子分析，建立了一个包含 24 个项目的“最终 PSQ”，分为两个维度：药物治疗管理（Medication Therapy Management，MTM）和对药房/员工和服务的总体满意度（General satisfaction with the pharmacy/staff and services，GSP/SS），可提取 63.5%的方差。PSQ 的内部一致性通过 α 为 0.964，两个维度的分别为 0.959 和 0.916。GSP/SS 的中位数（众数）得分为 5.0（5.0），MTM 为 4.0（5.0）。Wilcoxon 检验表明，这些分数之间的差异具有统计学意义（P < 0.001）。
我们的结果表明，PSQ 是一个具有心理测量学特性的二维工具，能够评估社区药房的患者满意度。但是，其有效性和可靠性需要在不同的 PC 设置中进一步确认，并且还需要确定其测量满意度随时间变化的敏感性。
