Melton Brittany L, Lai Zoe
Department of Pharmacy Practice, University of Kansas, Lawrence, KS, USA.
Integr Pharm Res Pract. 2017 Mar 6;6:79-89. doi: 10.2147/IPRP.S107612. eCollection 2017.
The aim of this review was to assess pharmacist and pharmacy services being provided and identify opportunities to improve patient satisfaction.
Studies published between January 2006 and July 2016 examining patient satisfaction with pharmacy and pharmacist services, which were written in English, were identified in PubMed. Studies were excluded if they only looked at pharmacy student-provided services.
A total of 50 studies were ultimately included in the review. Of these studies, 28 examined services traditionally provided by community pharmacists such as dispensing and counseling, while 16 examined a new in-person service being offered by a pharmacy, and the remaining six involved a new technology-assisted service. While study findings were generally positive for patient satisfaction of pharmacy services, several opportunities were identified for pharmacies to improve.
Overall, patient satisfaction is high across pharmacy services; however, this satisfaction is related to prior patient exposure to services and their level of expectation. Pharmacists have multiple opportunities to improve the services they provide, and there are additional services pharmacists may consider offering to expand their role within the health care system.
本综述的目的是评估所提供的药剂师和药学服务，并确定提高患者满意度的机会。
在PubMed上检索2006年1月至2016年7月间发表的、以英文撰写的关于患者对药学和药剂师服务满意度的研究。仅关注药学专业学生提供的服务的研究被排除。
本综述最终纳入了50项研究。其中，28项研究考察了社区药剂师传统提供的服务，如配药和咨询；16项研究考察了药房提供的一项新的面对面服务；其余6项研究涉及一项新技术辅助服务。虽然研究结果总体上对患者对药学服务的满意度呈积极态度，但也确定了药房有待改进的若干机会。
总体而言，患者对各项药学服务的满意度较高；然而，这种满意度与患者之前对服务的接触情况及其期望水平有关。药剂师有多种机会改进他们提供的服务，并且药剂师可能会考虑提供其他服务以扩大他们在医疗保健系统中的作用。
