Exploring the formation of patient satisfaction in rural community telepharmacies
Exploring the formation of patient satisfaction in rural community telepharmacies
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DOI：
10.1331/japha.2009.08110
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发表时间：
2009-07-01
影响因子：
2.1
通讯作者：
Scott, David M.
中科院分区：
文献类型：
--
作者：
Friesner, Daniel;Scott, David M.
目的：将先前有效的患者满意度问卷应用于农村社区远程药房，试图确定决定这些服务满意度的潜在因素，并评估患者满意度的潜在结构(S)是否因提供方式或社区特定因素而异。设计：描述性、非实验性、横断面研究。背景：2005年秋季8个农村社区远程药房站点(7个在北达科他州，1个在明尼苏达州)。患者：农村社区400名潜在参与者(应答率24%[n=96])，其主要社区药房是远程药房站点。干预：要求访问药房至少有一个处方的患者完成调查并将答复邮寄给调查人员。该调查包含37个问题，其中前20个问题改编自完善的有效调查工具。主要结果测量：患者对农村社区远程药房服务的满意度；患者对调查中20个问题的反应作为主要结果变量。结果：对数据进行因子分析得到了患者满意度的一个维度。结论：以前在传统社区药房环境中应用该工具产生了两个相互关联的潜在结构(“友好解释”和“管理治疗”)。我们的分析表明，在农村社区远程药房中，患者满意度的形成要简单得多，因为患者形成了一个单一的结构，表现出较高的平均值和中位数。文献中的轶事证据表明，单一结构的形成反映了患者希望在其社区中保留获得医疗保健的点的愿望。
Objectives: To apply a previously validated patient satisfaction questionnaire within rural community telepharmacies in an effort to identify the underlying factors determining satisfaction with those services and to assess whether the latent structure(s) of patient satisfaction varies depending on delivery mode or community-specific factors.Design: Descriptive, nonexperimental, cross-sectional study.Setting: Eight rural community telepharmacy sites (seven in North Dakota and one in Minnesota) in fall 2005.Patients: 400 potential participants in rural communities (response rate 24% [n = 96]) whose primary community pharmacy is a telepharmacy site.Intervention: Patients visiting a pharmacy to have at least one prescription filled were asked to complete a survey and mail responses to the investigators. The survey contained 37 questions, the first 20 of which were adapted from a well-established, validated survey instrument.Main outcome measure: Patient satisfaction with rural community telepharmacy services; patient responses to 20 questions in the survey were used as main outcome variables.Results: Applying factor analysis to the data yielded a single dimension of patient satisfaction.Conclusion: A previous application of this instrument in a traditional community pharmacy setting yielded two interrelated latent constructs ("friendly explanation" and "managing therapy"). Our analysis suggests that the formation of patient satisfaction in rural community telepharmacies is much simpler in that patients form a single construct exhibiting high mean and median values. Anecdotal evidence from the literature suggests that the formation of a single construct reflects patients' desire to retain a point of access to health care in their communities.