Santiago Pérez A, Peña Pedrosa J A, Alguacil Pau A I, Pérez Morales A, Molina Muñoz P, Benítez Giménez M T
Servicio de Farmacia, Hospital Clínico San Carlos, Madrid, España.
Servicio de Farmacia, Hospital Clínico San Carlos, Madrid, España.
J Healthc Qual Res. 2018 Jan-Feb;33(1):23-32. doi: 10.1016/j.cali.2017.12.002. Epub 2018 Feb 17.
Pharmaceutical care to outpatients is currently one of the main occupations of hospital pharmacy services (PEX). There are several questionnaires to measure the satisfaction of the PEX of a pharmacy service, and the results of these questionnaires can generate improvement actions that result in satisfaction.
To verify if a satisfaction questionnaire for outpatients is valid for the generation of improvements in the care provided, and if after its implementation, the same questionnaire is able to detect changes in satisfaction.
Prospective study of a single center carried out in a tertiary hospital in 2015 and 2016. A questionnaire previously validated with 16 Likert-type items was used. Demographic and classification data were collected. A descriptive analysis was performed and the internal consistency was calculated using the Cronbach's α value.
A total of 258 questionnaires were collected in 2015 and 493 in 2016. There were no differences in the baseline characteristics of the patients and users of the service. The items with the lowest satisfaction scores in 2015 (comfort of the waiting room, dispensing privacy, drug pick-up time and medication pick-up time) guided the improvement actions to be implemented. In 2016 there was an improvement in the waiting time until collection in 12.3% (p = 0.002); in the comfort of the waiting room 4.9% (p = 0.304); business hours for medication collection, 10.7% (p = 0.013); and in the confidentiality of the dispensation 4% (p = 0.292). The remaining scores fluctuated minimally, with no statistical significance at all. A 5.1% improvement in overall satisfaction was found (p < 0.001). Satisfaction values obtained as a whole were high.
The satisfaction questionnaire is a valid instrument for generating actions to improve the care received in an outpatient unit of a pharmacy service. This same questionnaire is a tool to monitor the changes implemented to improve the care received.
门诊药学服务目前是医院药房服务（PEX）的主要工作之一。有多种问卷可用于衡量药房服务PEX的满意度，这些问卷的结果可产生改进措施，从而提高满意度。
验证门诊患者满意度问卷是否有助于改进所提供的护理，以及在实施后，同一问卷是否能够检测到满意度的变化。
2015年和2016年在一家三级医院进行的单中心前瞻性研究。使用了一份先前经16个李克特式项目验证的问卷。收集了人口统计学和分类数据。进行了描述性分析，并使用Cronbach's α值计算了内部一致性。
2015年共收集到258份问卷，2016年收集到493份。患者和服务使用者的基线特征没有差异。2015年满意度得分最低的项目（候诊室舒适度、配药隐私、取药时间和药品领取时间）指导了要实施的改进措施。2016年，取药等待时间缩短了12.3%（p = 0.002）；候诊室舒适度提高了4.9%（p = 0.304）；药品收集营业时间提高了10.7%（p = 0.013）；配药保密性提高了4%（p = 0.292）。其余得分波动极小，无统计学意义。总体满意度提高了5.1%（p < 0.001）。整体获得的满意度值较高。
满意度问卷是一种有效的工具，可用于采取行动改进药房服务门诊部门所提供的护理。同一问卷也是监测为改进所接受护理而实施的变化的工具。
