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Farm Hosp. 2006 Mar-Apr;30(2):105-11.

[Quality perceived by outpatients at the pharmaceutical care clinic].

[Article in Spanish]

Author information

1
Servicio de Farmacia, Subdirección Servicios Centrales, A Coruña, Spain.

Abstract

OBJECTIVE:

To know the satisfaction degree manifested by outpatients presenting in the hospital pharmacy department pharmaceutical care clinic, and to identify organizational improvement items.

METHOD:

A survey with 8 close-ended questions and 1 open-ended question was designed where patients recorded their suggestions or comments on the service provided. A sample size of 591 surveys was estimated, which allowed to estimate parameters of interest with a 95% confidence interval and a +/- 5% accuracy, adjusting by a 40% potential losses percentage.

RESULTS:

Overall response rate was 70%; 23.6% of patients considered that finding the PD was difficult or very difficult. Waiting time was normal for 51.8%, but long or excessive for 18.4% of patients. Fifty-six percent of individuals considered the information received useful or very useful, and 81.1% considered that staff friendliness was good or very good. Care timetable was inadequate for 18.1%; 47.7% pointed out that the attending pharmacist did not identify him or herself. Overall satisfaction extent was 7.51 (of 10). A plan for improvement activities was designed and implemented regarding: care timetable, pharmacy department signaling, and general information on clinic matters.

CONCLUSIONS:

The survey allowed to identify organizational weaknesses. Overall score was very satisfactory, yet improvable. Future surveys are required for result comparisons and continual improvement assessment.

PMID:
16796424
[Indexed for MEDLINE]
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