Martínez-López-de-Castro Noemí, Álvarez-Payero Miriam, Martín-Vila Alicia, Samartín-Ucha Marisol, Iglesias-Neiro Patricia, Gayoso-Rey Mónica, Feijoo-Meléndez Débora, Casanova-Martínez Cristina, Fariña-Conde Miguel, Piñeiro-Corrales Guadalupe
Pharmacy Department, EOXI, Vigo, Spain.
Eur J Hosp Pharm. 2018 Jul;25(4):183-188. doi: 10.1136/ejhpharm-2016-001192. Epub 2017 Mar 16.
To analyse the factors leading to greater satisfaction among patients attending the outpatient hospital pharmacy (OPh).
A cross-sectional study was conducted of patients attending the OPh of a 1250-bed university hospital. A self-administered questionnaire for measuring outpatients' satisfaction was developed. Global satisfaction was measured on a scale of 1 to 10. Indices of perceived quality for accessibility, interpersonal professional-patient relationship and the convenience of the process were modelled through a principal component analysis using varimax rotation. The relationship between the principal components and overall satisfaction was evaluated using regression analysis.
A questionnaire-based survey was conducted between May and June 2015. A total of 509 valid responses (86.9% response rate) were collected from the OPh. The overall satisfaction score was 7.81 (95% CI 7.59 to 8.04). The principal component analysis produced two components that explained 62.1% of the variance. The first component (CP1) contained questions related to the adequacy of the resources and services. The second component (CP2) contained questions about interpersonal professional-patient relationship. An additional unit in the CP2 was associated with a 3.23 increased risk of having higher satisfaction scores, while an increase of an additional unit in CP1 was associated with a 1.93 increased risk of having higher satisfaction scores.
Our study shows that the factor which predicts the satisfaction of patients who come to the OPh is the quality of care provided by pharmacists-in particular, information provided, resolution of doubts, personal attention and time devoted to the patient.
分析导致门诊医院药房（OPh）患者满意度更高的因素。
对一家拥有1250张床位的大学医院的门诊药房患者进行了横断面研究。编制了一份用于测量门诊患者满意度的自填式问卷。总体满意度采用1至10分的评分标准。通过使用方差最大化旋转的主成分分析，对可及性、人际专业医患关系和流程便利性的感知质量指标进行建模。使用回归分析评估主成分与总体满意度之间的关系。
2015年5月至6月进行了基于问卷的调查。从门诊药房共收集到509份有效回复（回复率86.9%）。总体满意度得分为7.81（95%可信区间7.59至8.04）。主成分分析产生了两个成分，解释了62.1%的方差。第一个成分（CP1）包含与资源和服务充足性相关的问题。第二个成分（CP2）包含有关人际专业医患关系的问题。CP2中增加一个单位与满意度得分较高的风险增加3.23相关，而CP1中增加一个单位与满意度得分较高的风险增加1.93相关。
我们的研究表明，预测到门诊药房就诊患者满意度的因素是药剂师提供的护理质量，特别是提供的信息、疑问解答、个人关注以及为患者花费的时间。
