Development and validation of a Spanish language patient satisfaction questionnaire with drug dispensing
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Objective: To develop and validate a specific questionnaire about patient satisfaction with drug dispensing at Spanish community pharmacies. Method: A self-administered semi-structured questionnaire was designed centered on the perception of the patients with the dispensing service. To validate this questionnaire, it was administered at Spanish community pharmacies, which voluntarily agreed to participate in the study for a period of 2 months (March and April 2006). Patients or caregivers who were able to read and write were included in the study. Main outcome measure: Scores of the items related to satisfaction with the dispensing service. Results: The questionnaire consisted of: an introduction, 10 closed questions in an interval scale of five points, an open section to express comments, and finally demographic data of the patients. Twenty-seven community pharmacies participated in the validation, and 561 questionnaires were obtained with a response percentage of 56.5%. A Cronbach’s α coefficient of 0.91 was obtained. The Kaiser–Meyer–Olkin coefficient was 0.92, and the extraction of the principal components revealed a unique component explaining 55.2% of the total variance. About 15.5% of patients made additional comments that praised the quality of attention received and other aspects of the service such as the amiability and friendliness shown by pharmacy staff. Conclusion: The questionnaire developed shows evidence of validity and reliability for evaluating patient satisfaction with the dispensing service in community Pharmacies in Spain.
KeywordsCommunity pharmacy Dispensing Humanistic outcomes Patient satisfaction Questionnaire Spanish language
To the community pharmacists who participated in this study: Aguilera Sánchez F, Alcon Giménez MC, Aranda Gallardo MD, Arroquia Gómez JM, Brandi Cotta J, Briones Amor P, Castañon M, Castro Arroyo C, Castro Marín E, Cobián Rodríguez B, Cociña Abella C, Díaz Bonilla JA, Domínguez López JM, Durán Chica I, Escalante Pinto AB, Estévez Pérez E, Ezquieta Zubicaray MF, Fuentes Antón E, Garabito Cociña E, García Colinas A, García González D, García Hernando AM, García Llaneza E, García Mongars A, Giménez Campaña J, Gomis García V, González García M, González Montero MI, Hita Galiano B, Jiménez Lozano D, Lázaro Sancho L, Linares Molinero F, Maestro García AJ, Magro Horcajada MC, Manzanares Olivares JM, Marro DR, Medina Moreno MI, Mirasol Rivera JA, Molina Guerra AC, Montes López MM, Muniesa Marín MJ, Otón Tortosa M, Pac Toro T, Martínez Ruiz MP, Reigada Pérez Santa Cruz JA, Ríos Prieto MI, Rodríguez López A, Román Mascaró P, Sáez Bustos MM, Sánchez Baca I, Santamaría López JM, Tallón Padial R, Tejedor Rodríguez ME, Toledo Romero R, Valencia Alonso P, Vázquez Suárez MI, and Walid El-Abed M. To Laura Gonzalez for her collaboration in the data processing and Elena Vega and Sonia Uema for the revision of this manuscript. To the participants of the panel of experts, COF from Granada, Asturias, and Valencia, HEFAGRA, SEFaC, the Pharmaceutical Care Foundation of Spain, and the Mailing list of Pharmaceutical Care (UniNet). To Dr. Paul D. Hobson, native speaker, for revision of the manuscript.
Conflicts of interest The authors declare no conflicts of interest or financial interests in any product or service mentioned in this article.
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