Khudair Imran Fahmi, Raza Syed Asif
Pharmacy Department, Hamad General Hospital, Doha, Qatar.
Int J Health Care Qual Assur. 2013;26(5):398-419. doi: 10.1108/IJHCQA-03-2011-0025.
The aim of this paper is to study pharmacy service impact on patient satisfaction and to determine what factors saliently link with pharmaceutical service performance at Hamad General Hospital.
DESIGN/METHODOLOGY/APPROACH: A patient satisfaction questionnaire was designed using the literature and consultation with Hamad General Hospital medical experts. The questionnaire contained 22 items that focused on five influencing factors: promptness; attitude; supply; location; medication education; and respondent demographic aspects. A total of 220 respondents completed the questionnaire. An exploratory factor analysis was used to group items and a structural equation model was developed to test causality between five factors along with their influence on patient satisfaction.
The study establishes statistical evidence that patient satisfaction is positively influenced by service promptness, pharmacist attitude, medication counseling, pharmacy location and waiting area. Several socio-demographic characteristics have statistically different effect on satisfaction, notably: gender; marital status; health status; age; educational level; and ethnicity. However, medication supply did not influence patient satisfaction.
Pharmaceutical services are recognized as an essential healthcare-system component. Their impact on customer satisfaction has been investigated in many countries; however, there is no such study in Qatar.
ORIGINALITY/VALUE: The findings identify pharmaceutical service performance indicators and provide guidelines to improve Qatari pharmaceutical services.
本文旨在研究药学服务对患者满意度的影响，并确定在哈马德总医院与药学服务绩效显著相关的因素。
设计/方法/途径：通过查阅文献并咨询哈马德总医院医学专家，设计了一份患者满意度调查问卷。该问卷包含22个项目，重点关注五个影响因素：及时性；态度；药品供应；位置；用药教育；以及受访者的人口统计学方面。共有220名受访者完成了问卷。采用探索性因素分析对项目进行分组，并建立结构方程模型来检验五个因素之间的因果关系及其对患者满意度的影响。
该研究建立了统计证据，表明患者满意度受到服务及时性、药剂师态度、用药咨询、药房位置和候诊区的积极影响。几个社会人口统计学特征对满意度有统计学上的不同影响，特别是：性别；婚姻状况；健康状况；年龄；教育水平；以及种族。然而，药品供应并未影响患者满意度。
药学服务被认为是医疗保健系统的一个重要组成部分。其对客户满意度的影响在许多国家都已得到研究；然而，卡塔尔尚未开展此类研究。
原创性/价值：研究结果确定了药学服务绩效指标，并为改善卡塔尔的药学服务提供了指导方针。
