Soeiro Orlando Mario, Tavares Noêmia Urruth Leão, Nascimento José Miguel do, Guerra Augusto Afonso, Costa Ediná Alves, Acurcio Francisco de Assis, Guibu Ione Aquemi, Álvares Juliana, Karnikowski Margô Gomes de Oliveira, Leite Silvana Nair, Costa Karen Sarmento
Faculdade de Ciências Farmacêuticas. Pontifícia Universidade Católica de Campinas. Campinas, SP, Brasil.
Departamento de Farmácia. Faculdade de Ciências da Saúde. Universidade de Brasília. Brasília, DF, Brasil.
Rev Saude Publica. 2017 Nov 13;51(suppl 2):21s. doi: 10.11606/S1518-8787.2017051007145.
To evaluate patient satisfaction with pharmaceutical services in Brazilian primary health care.
This is a cross-sectional, exploratory, and evaluative study on a representative sample from the five Brazilian geopolitical regions resulting from the Pesquisa Nacional sobre Acesso, Utilização e Promoção do Uso Racional de Medicamentos - Serviços, 2015 (PNAUM - National Survey on Access, Use and Promotion of Rational Use of Medicines - Services, 2015). The outcome was the patient's satisfaction, obtained using the item response theory. Associations were tested using Pearson's Chi-square test with sociodemographic and health variables, and multiple logistic regression analyses were carried out. The Hosmer-Lemeshow test was used to verify the adequacy of the final model. Logistic regression results were presented as odds ratio.
The overall percentage of patients satisfied with these services was 58.4% (95%CI 54.4-62.3). The "opportunity/convenience" aspect had the lowest satisfaction percentage (49.5%; 95%CI 46.4-52.6) and "interpersonal aspects," the highest percentage (90.5%; 95%CI 88.9-91.8), significantly higher than other aspects. Sex, age group, limitations due to disease, and self-perception of health remained associated in the final multiple logistic model regarding general satisfaction.
Most of the interviewed users were satisfied with pharmaceutical services in Brazilian cities, and the satisfaction with the customer's service was determinant in the patient's overall satisfaction.
评估巴西初级卫生保健中患者对药学服务的满意度。
这是一项横断面、探索性和评估性研究，样本来自巴西五个地缘政治区域的代表性样本，数据来源于2015年全国药物获取、使用和促进合理用药调查 - 服务（PNAUM - 全国药物获取、使用和促进合理用药 - 服务调查，2015）。结果变量为患者满意度，采用项目反应理论获得。使用Pearson卡方检验对社会人口统计学和健康变量之间的关联进行检验，并进行多元逻辑回归分析。采用Hosmer-Lemeshow检验来验证最终模型的适宜性。逻辑回归结果以比值比表示。
对这些服务满意的患者总体百分比为58.4%（95%置信区间54.4 - 62.3）。“机会/便利性”方面的满意度百分比最低（49.5%；95%置信区间46.4 - 52.6），“人际方面”的满意度百分比最高（90.5%；95%置信区间88.9 - 91.8），显著高于其他方面。在关于总体满意度的最终多元逻辑模型中，性别、年龄组、疾病导致的限制以及对健康的自我认知仍然具有相关性。
大多数接受访谈的使用者对巴西城市中的药学服务感到满意，并且对客户服务的满意度是患者总体满意度的决定因素。
