Developing anchored measures of patient satisfaction with pharmaceutical care delivery: Experiences versus expectations.

Patient Preference and Adherence
Rosemin KassamJonathan Berkowitz

Abstract

A pilot study was undertaken to evaluate patients' satisfaction with pharmaceutical care (PC) activities delivered at community pharmacies. The objectives of the study were to: (1) operationalize patient satisfaction in terms of the advanced pharmacy practice experience (APPE) PC activities, (2) conduct psychometric analysis of the satisfaction instrument, and (3) assess the sensitivity of the instrument to detect any differences that may exist between what patients expect to receive versus what is actually experienced. Pharmacies affiliated with two national chains were recruited to participate. Asthma patients at each of these sites were invited to complete a survey designed to assess their expectations of and their experiences with PC at the respective site. One hundred forty-seven surveys were completed from patients in 19 community pharmacies. Psychometric analysis confirmed the survey's internal reliability and sensitivity to be very high. Data analysis suggested that most patients expect more from PC services than they actually experienced. Unlike other PC satisfaction surveys, this instrument allows patient experiences to be anchored against their expectations. The results suggest that most patients would be willing to ...Continue Reading

References

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Sep 19, 2001·International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care·O Baron-EpelN Friedman
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Citations

May 9, 2012·Patient Preference and Adherence·Rosemin KassamJonathan Berkowitz
Oct 12, 2012·Patient Preference and Adherence·Suliman A AlghurairLisa M Guirguis
Jul 31, 2013·Journal of the American Pharmacists Association : JAPhA·Brandon J PattersonRandal P McDonough
Feb 20, 2013·The International Journal of Pharmacy Practice·Rosemin KassamJohn B Collins
Nov 12, 2015·Pharmacogenomics·Susanne B HagaNancy M Allen LaPointe
May 11, 2016·Journal of Research in Pharmacy Practice·Saeed YaghoubifardHedieh-Sadat Zekri
Jan 7, 2015·Saudi Pharmaceutical Journal : SPJ : the Official Publication of the Saudi Pharmaceutical Society·Magdalena Waszyk-NowaczykMarek Simon

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