Manoliu-Hamwi Etidal-Mihaela, Dascălu Cristina Gena, Zegan Georgeta, Cărăușu Elena-Mihaela, Ghiciuc Cristina Mihaela, Ivănescu Mircea Cătălin, Stan Cătălina Daniela
Department of Pharmaceutical Sciences II, Faculty of Pharmacy, "Grigore T. Popa" University of Medicine and Pharmacy, Iasi, Romania.
Department of Preventive Medicine and Interdisciplinarity, Faculty of Medicine, "Grigore T. Popa" University of Medicine and Pharmacy, Iasi, Romania.
J Pharm Policy Pract. 2024 Jul 29;17(1):2381104. doi: 10.1080/20523211.2024.2381104. eCollection 2024.
The patient satisfaction questionnaires in literature are according to the community pharmacies services in the authors' countries and not all have psychometric reports to support the results. We designed a questionnaire specific to the services of community pharmacies in Romania to evaluate the level of patient satisfaction.
We carried out a cross-sectional study on voluntary patients. The questionnaire consisted of 22 items, grouped into three domains corresponding to patient satisfaction with pharmacies, pharmaceutical staff and medication availability, and four subdomains related to pharmaceutical staff skills. The 5-point Likert scale was used. Statistical analysis was done in SPSS 27.0.
The Cronbach's Alpha was 0.861. The Inter-rater Agreement was 72.0%, the Item Content Validity was 97.6% and the completeness index was 100%. The factor analysis indicated 6 factors (Eigen values >1.0). The 809 patients had a median of overall satisfaction score of 3.77; the median was 4.0 regarding satisfaction score with pharmaceutical staff skills. Respondents characteristics varied the patient's satisfaction level ( ≤ 0.05).
The reliability and validity of the questionnaire have been demonstrated. Overall patient satisfaction with community pharmacy services had a moderate level, but the attitude and confidence in the pharmacist had a high level of satisfaction.
文献中的患者满意度调查问卷是根据作者所在国家的社区药房服务制定的，并非所有问卷都有心理测量报告来支持结果。我们设计了一份专门针对罗马尼亚社区药房服务的问卷，以评估患者满意度水平。
我们对自愿参与的患者进行了一项横断面研究。问卷由22个项目组成，分为三个领域，分别对应患者对药房、药学人员和药品可及性的满意度，以及四个与药学人员技能相关的子领域。采用5点李克特量表。在SPSS 27.0中进行统计分析。
克朗巴哈系数为0.861。评分者间信度为72.0%，条目内容效度为97.6%，完整性指数为100%。因子分析表明有6个因子（特征值>1.0）。809名患者的总体满意度得分中位数为3.77；对药学人员技能的满意度得分中位数为4.0。受访者特征影响患者的满意度水平（P≤0.05）。
该问卷的信度和效度已得到验证。患者对社区药房服务的总体满意度处于中等水平，但对药剂师的态度和信心满意度较高。
