Malewski David F, Ream Aimrie, Gaither Caroline A
University of Michigan College of Pharmacy, Ann Arbor, MI 48109, USA.
University of Michigan College of Pharmacy, Ann Arbor, MI 48109, USA.
Res Social Adm Pharm. 2015 Jan-Feb;11(1):121-8. doi: 10.1016/j.sapharm.2014.05.001. Epub 2014 May 15.
Patient satisfaction with pharmaceutical care can be a strong predictor of medication and other health-related outcomes. Less understood is the role that location of pharmacies in urban or suburban environments plays in patient satisfaction with pharmacy and pharmacist services.
The purpose of this study was to serve as a pilot examining urban and suburban community pharmacy populations for similarities and differences in patient satisfaction.
Community pharmacy patients were asked to self-administer a 30-question patient satisfaction survey. Fifteen questions addressed their relationship with the pharmacist, 10 questions addressed satisfaction and accessibility of the pharmacy, and five questions addressed financial concerns. Five urban and five suburban pharmacies agreed to participate. Data analysis included descriptive statistics and chi-square analysis.
Most patients reported high levels of satisfaction. Satisfaction with pharmacist relationship and service was 70% or higher with no significant differences between locations. There were significant differences between the urban and suburban patients regarding accessibility of pharmacy services, customer service and some patient/pharmacist trust issues.
The significant differences between patient satisfaction in the suburban and urban populations warrant a larger study with more community pharmacies in other urban, suburban and rural locations to better understand and validate study findings.
患者对药学服务的满意度可能是药物治疗及其他健康相关结果的有力预测指标。而对于城市或郊区环境中药店的位置在患者对药店及药剂师服务满意度方面所起的作用，人们了解较少。
本研究旨在作为一项试点，考察城市和郊区社区药房人群在患者满意度方面的异同。
社区药房患者被要求自行填写一份包含30个问题的患者满意度调查问卷。其中15个问题涉及他们与药剂师的关系，10个问题涉及对药店的满意度和便利性，5个问题涉及财务问题。五家城市药房和五家郊区药房同意参与。数据分析包括描述性统计和卡方分析。
大多数患者报告了较高的满意度。对药剂师关系和服务的满意度达到70%或更高，不同地点之间无显著差异。城市和郊区患者在药店服务的便利性、客户服务以及一些患者/药剂师信任问题上存在显著差异。
郊区和城市人群在患者满意度上的显著差异，需要在其他城市、郊区和农村地区开展一项涉及更多社区药房的更大规模研究，以更好地理解和验证研究结果。
