Briesacher B, Corey R
Office of Professional Programs, Philadelphia College of Pharmacy and Science, PA 19104, USA.
Am J Health Syst Pharm. 1997 Mar 1;54(5):531-6. doi: 10.1093/ajhp/54.5.531.
Patients' satisfaction with pharmaceutical services at independent community pharmacies and chain community pharmacies was studied. An interviewer administered the Pharmacy Encounter Survey (PES) face-to-face to 260 consecutive people immediately after their visits to randomly selected chain pharmacies (n = 10) or independent pharmacies (n = 16) in Philadelphia County, Pennsylvania. The 15-item PES gathers demographic data and asks respondents to rate their satisfaction with the time it took for prescriptions to be filled, the technical skills and courtesy of pharmacy personnel, the convenience of the pharmacy's location, and other aspects of the experience. An aggregate of responses across the two pharmacy types showed an excellent or very good rating given by most respondents for all items. Respondents were most satisfied with pharmacy location and least satisfied with time spent waiting for prescriptions to be filled. However, for each item rated, and for the overall visit, respondents rated independent pharmacies better than chain pharmacies. The PES was a practical, easy-to-administer tool for measuring satisfaction, an increasingly important dimension of quality in managed care organizations. People interviewed with the PES at independent and chain community pharmacies in Philadelphia County rated the pharmacies highly, with higher ratings being given to the independent pharmacies.
研究了患者对独立社区药房和连锁社区药房药学服务的满意度。在宾夕法尼亚州费城县，一名访谈员在260名连续就诊的患者访问随机选择的连锁药房（n = 10）或独立药房（n = 16）后，立即面对面进行药房服务体验调查（PES）。15项的PES收集人口统计学数据，并要求受访者对处方配药所需时间、药房工作人员的技术技能和礼貌程度、药房位置的便利性以及该体验的其他方面的满意度进行评分。对这两种药房类型的所有回答汇总显示，大多数受访者对所有项目的评价为优秀或非常好。受访者对药房位置最满意，对等待处方配药的时间最不满意。然而，对于每个评分项目以及总体就诊情况，受访者对独立药房的评价高于连锁药房。PES是一种实用、易于实施的衡量满意度的工具，而满意度是管理式医疗组织中质量越来越重要的一个方面。在费城县独立和连锁社区药房接受PES访谈的人对药房评价很高，其中对独立药房的评价更高。
