公众对药师角色和服务的认知和满意度-阿曼苏丹国的横断面调查。
Public's perception and satisfaction on the roles and services provided by pharmacists - Cross sectional survey in Sultanate of Oman.
机构信息
School of Pharmacy, College of Pharmacy and Nursing, University of Nizwa, P.B. No. 33, PO 616, Birkat Al Mouz, Nizwa, Oman.
出版信息
Saudi Pharm J. 2015 Nov;23(6):635-41. doi: 10.1016/j.jsps.2015.02.003. Epub 2015 Feb 28.
BACKGROUND AND OBJECTIVES
An important factor that will help in advancement of the pharmacy services in any country would be to understand the public needs, expectation and satisfaction. There are limited published studies conducted in Sultanate of Oman regarding the perception and satisfaction of public on the role and services provided by pharmacists. The present study was conducted to assess the perception and satisfaction of general public in Sultanate of Oman on the roles, and services received from the pharmacists.
METHODS
The survey was conducted among public in the Governorates of A'Dahera and Muscat in Oman during 2013. The questionnaire had items to assess two aspects: perception on the roles and responsibilities of pharmacists and satisfaction on the services provided. The responses to the questions marked in a five point Likert scale were assessed using a scoring scheme. Accordingly, the median perception, and satisfaction score and median total score for the participants were estimated. The median scores of the participants were related with the demographics of the participants and frequency of visit to pharmacy.
RESULTS
A total of 390 completed questionnaires were obtained. The median total score of the participants based on all the questions was 79 (Inter Quartile Range (IQR), 12) which represents a moderate score. The median perception and satisfaction scores were 44 (IQR 5) and 34 (IQR 7) which represent a good and moderate score, respectively. Perception of the participants differed based on employment status, frequency of visit to pharmacy and governorate represented by participants while satisfaction was influenced by educational qualification and frequency of visit to pharmacy.
CONCLUSIONS
Public had a good perception regarding the roles of the pharmacists while they were only moderately satisfied with the services provided. Steps have to be taken to improve the services and relationship of pharmacists, and thereby improve the satisfaction of the customers. An extended study in a broader population involving more governorates will provide an enhanced representation regarding this important aspect.
背景和目的
了解公众的需求、期望和满意度，是任何国家推进药学服务的重要因素。在阿曼苏丹国，有关公众对药剂师角色和服务的看法和满意度的研究有限。本研究旨在评估阿曼苏丹国公众对药剂师角色和服务的看法和满意度。
方法
2013 年，在阿曼的阿迪赫拉和马斯喀特省进行了公众调查。问卷包括评估两个方面的项目：对药剂师角色和职责的看法，以及对提供服务的满意度。对标记为五点李克特量表的问题的回答，使用评分方案进行评估。因此，估计了参与者的感知、满意度和总得分的中位数。参与者的中位数分数与参与者的人口统计学特征和去药店的频率有关。
结果
共获得 390 份完整的问卷。根据所有问题，参与者的总中位数评分为 79（四分位距（IQR），12），代表中等分数。参与者的感知和满意度中位数评分为 44（IQR 5）和 34（IQR 7），分别代表良好和中等分数。参与者的看法因就业状况、去药店的频率和参与者代表的省而异，而满意度则受教育程度和去药店的频率影响。
结论
公众对药剂师角色的看法良好，但对提供的服务仅满意中等。必须采取措施改善服务和药剂师的关系，从而提高客户的满意度。在更广泛的人群中进行涉及更多省份的扩展研究，将为这一重要方面提供更全面的代表性。
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