Colombo South Teaching Hospital, Kalubowila, Sri Lanka.
Faculty of Graduate Studies, University of Sri Jayewardenepura, Gangodawila, Nugegoda, Sri Lanka.
BMC Health Serv Res. 2022 Sep 12;22(1):1149. doi: 10.1186/s12913-022-08534-w.
The pharmacist is an important link between doctor and patient. To optimise patient care, it is essential that expectations of doctors and patients regarding pharmacy services are met. Hence the objective of this study was to assess the satisfaction levels of doctors and patients on pharmacy services currently provided, and their expectations from pharmacy services. This cross sectional study was conducted in selected clinics of a university based teaching hospital. Questionnaires developed in-house by referring previously published resources, content validated by a group of experts, and face validated through a pilot study were used. Doctors and patients of chronic disease clinics were selected for the study. All doctors involved in prescribing for more than six months, and patients or their regular care givers attending clinics for more than one year were included. Mentally incapacitated patients were excluded. An interviewee administered questionnaire was distributed to doctors and an interviewer administered questionnaire was used for patients. Exploratory factor analysis (EFA) (principal component analysis with Varimax rotation) was conducted to divide variables of the questionnaires into reliable components. Response rate of doctors was 82.3%. Among them 59.6% (50/84) doctors said that they have a good relationship with pharmacists, and 89.3% (75/84) expected communication with pharmacists more often. EFA for doctors' perceptions resulted in four components. A statistically significant difference was observed between doctors' expectation (95.9% - 81/84) and current practice (22.6% - 19/84) on communicating medication issues (p<0.001). A total of 380 patients participated. EFA for patients' perceptions resulted in ten components. The majority considered pharmacists as an integral part of the healthcare system (98.7% - 375/380) and experts in medication (84.7% - 322/380). They further perceived that dispensed medications are safe (82.9% - 315/380) and of good quality (76.3% - 290/380). Further 95.5% (363/380) were satisfied with dispensing label information. A statistically significant difference was found between the expectations (93% - 353/380) and satisfaction levels (86.5% - 329/380) of patients on pharmacy services (p=0.003). According to findings, both doctors and patients held a positive perception on pharmacy services and pharmacists, but the statistically significant gap reported between expectations and current level of pharmacy service, highlighting both the potential and scope for service improvement.
药剂师是医生和患者之间的重要纽带。为了优化患者护理，满足医生和患者对药房服务的期望至关重要。因此，本研究的目的是评估医生和患者对当前提供的药房服务的满意度水平，以及他们对药房服务的期望。这是一项在一所大学附属医院的选定诊所进行的横断面研究。调查问卷由内部开发，参考了以前发表的资源，内容由一组专家进行验证，并通过试点研究进行了面对面验证。选择慢性病诊所的医生和患者进行研究。所有参与处方超过六个月的医生，以及在诊所就诊超过一年的患者或其常规护理人员都包括在内。精神残疾患者被排除在外。为医生发放了访谈者管理的问卷，为患者发放了访谈者管理的问卷。进行探索性因素分析（EFA）（主成分分析与 Varimax 旋转），将问卷的变量分为可靠的成分。医生的回复率为 82.3%。其中 59.6%（50/84）的医生表示他们与药剂师关系良好，89.3%（75/84）希望更频繁地与药剂师沟通。医生认知的 EFA 得出了四个因素。医生对沟通药物问题的期望（95.9% - 81/84）和当前实践（22.6% - 19/84）之间存在统计学显著差异（p<0.001）。共有 380 名患者参与。患者认知的 EFA 得出了十个因素。大多数人认为药剂师是医疗保健系统的一个组成部分（98.7% - 375/380）和药物方面的专家（84.7% - 322/380）。他们进一步认为，配药是安全的（82.9% - 315/380），质量良好（76.3% - 290/380）。此外，95.5%（363/380）对配药标签信息感到满意。医生对药房服务的期望（93% - 353/380）和满意度（86.5% - 329/380）之间存在统计学显著差异（p=0.003）。根据调查结果，医生和患者对药房服务和药剂师都有积极的看法，但期望和当前药房服务水平之间报告的显著差距，突出了服务改进的潜力和范围。
