Bratkowska Karolina, Religioni Urszula, Krysiński Jerzy, Merks Piotr
Department of Pharmaceutical Technology, Faculty of Pharmacy, Collegium Medicum in Bydgoszcz, Bydgoszcz, Poland.
Collegium of Business Administration, Warsaw School of Economics, Warsaw, Poland.
Patient Prefer Adherence. 2020 Dec 14;14:2459-2467. doi: 10.2147/PPA.S284014. eCollection 2020.
Patient satisfaction is a key factor in the evaluation of the quality of healthcare services. Measuring patient satisfaction is common in outpatient, specialist, and hospital healthcare, and is also significant in relation to pharmaceutical services. The pharmacy market in Poland has been undergoing transformations for many years. Legal regulations implemented in 2002 resulted in a rapid growth of pharmacy chains and a decrease in the number of independent pharmacies. This situation may have translated into changes in the quality of pharmaceutical services.
The objective of this study was to evaluate patient satisfaction with services provided in independent pharmacies and pharmacy chains in Poland.
A total of 163 patients using randomly selected community pharmacies in Poland were enrolled in the study. A modified Community Pharmacy Patient Questionnaire (CPPQ) was used.
The patients highly valued pharmaceutical services provided in Polish pharmacies. The level of service was slightly higher in pharmacy chains. The lowest-rated area was the provision of information on medications, with independent pharmacies higher-rated in this respect. The patients were open to additional services in pharmacies and supported the development of pharmaceutical care.
Independent pharmacies and pharmacy chains ensure a similar level of services for patients in Poland. Pharmacy staff should place a special emphasis on providing patients with comprehensive information on medications. The development of pharmaceutical care in Poland will require appropriate legislative preparation.
患者满意度是评估医疗服务质量的关键因素。在门诊、专科及医院医疗中，测量患者满意度很常见，在药学服务方面也很重要。波兰的药房市场多年来一直在经历变革。2002年实施的法律法规导致连锁药房迅速增长，独立药房数量减少。这种情况可能已转化为药学服务质量的变化。
本研究的目的是评估波兰独立药房和连锁药房提供的服务的患者满意度。
共有163名使用波兰随机选择的社区药房的患者参与了该研究。使用了一份经过修改的社区药房患者问卷（CPPQ）。
患者高度重视波兰药房提供的药学服务。连锁药房的服务水平略高。评分最低 的领域是提供药品信息，在这方面独立药房的评分更高。患者对药房的额外服务持开放态度，并支持药学服务的发展。
在波兰，独立药房和连锁药房为患者提供的服务水平相似。药房工作人员应特别强调为患者提供关于药品的全面信息。波兰药学服务的发展将需要适当的立法准备。
