VALUATION OF PATIENT SATISFACTION WITH PHARMACEUTICAL CARE AS A TOOL FOR INCREASING QUALITY MANAGEMENT IN COMMUNITY PHARMACY AND PATIENT'S QUALITY OF LIFE
Author(s)
Minarikova D1, Malovecka I1, Foltan V1, Bielik J2, Psenkova M3
1Comenius University, Bratislava, Slovak Republic, 2Trencin University, Trencin, Slovak Republic, 3Pharm-In Ltd, Bratislava, Slovak Republic
OBJECTIVES: The pharmacists´ role in the health care systems has grown and changed in the last years to encompass areas beyond the dispensing function. These new role is based on the concept of changing the pharmacist’s focus from drug providing and distributing services to more patient-oriented approaches with positive impact on patient´s quality of life. METHODS: Valuation of patient satisfaction with pharmaceutical care, conducted in numerous cities of Bratislava region Slovak republic, was based on previous extended literature research, on studies with psychometrical analysis that focuses on items management of therapy (15), interpersonal relationship (9) and general satisfaction dimension (4). A 5-point Likert scale (from strongly agree (1) – till strongly disagree (5)) was used to measure the extent patients’ attitudes and expectations with the pharmaceutical care provided in community pharmacies. Descriptive and inferential statistics were used to analyse the data. RESULTS: Essential reasons for visiting the pharmacy were: patient had a recipe (71.5%), wanted to buy OTC products and food supplements (78.6%) and other goods. Essential reasons for choosing a particular pharmacy were pharmacy availability (79.3%); good experience with pharmacy (48.2%) and pharmacy staff (32.5%). The best valuated dimension was Interpersonal relationship 62.8% (mean=16.72, median=16, Std=5.67, min= 9, max=45) followed by General satisfaction 58.6% (mean=8.29, median=8, Std=2.59, min=4, max=20). The worst valuated dimension was Management of therapy 53.9% (mean=34.58, median=35, Std =10.51, min=15, max=75). CONCLUSIONS: Valuation of patient satisfaction revealed that patient satisfaction varies from 62.8-53.9% depending on assessed dimension. This implies that there is still potential for improvement. It can be achieved by better quality management of health care services at health care provider focused more on „modern pharmaceutical care“ that moves from focus on drugs to the patient. Hopefully from this transfer process may benefit patient by improving his quality of life.
Conference/Value in Health Info
2015-09, ISPOR Latin America 2015, Santiago, Chile
Value in Health, Vol. 18, No. 7 (November 2015)
Code
PIH19
Topic
Patient-Centered Research
Topic Subcategory
Stated Preference & Patient Satisfaction
Disease
Multiple Diseases