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Development and validation of the pharmaceutical care satisfaction questionnaire
G K Gourley1, D R Gourley, E La Monica Rigolosi
1University of Tennessee Health Science Center College of Pharmacy, 847 Monroe Avenue, Room 227B, Memphis, TN 38163, USA. ggourley@utmem.edu
The American Journal of Managed Care
|June 5, 2001
Summary
A new survey, the Pharmaceutical Care Satisfaction Questionnaire (PCSQ), effectively measures consumer satisfaction with pharmacy services. This validated instrument is easy to use and includes patient outcome evaluations.
Area of Science:
- Health Services Research
- Patient Satisfaction Measurement
- Pharmaceutical Care
Background:
- Assessing consumer satisfaction is crucial for improving pharmacy services.
- Existing satisfaction surveys may lack comprehensive patient outcome evaluations.
Purpose of the Study:
- To develop and validate the Pharmaceutical Care Satisfaction Questionnaire (PCSQ).
- To provide a reliable instrument for measuring consumer satisfaction with pharmacy services, including care outcomes.
Main Methods:
- Developed a 30-item Likert scale instrument (PCSQ) at a seventh-grade reading level.
- Administered the PCSQ to 360 consumers in ambulatory pharmacies and 311 patients in a hyperlipidemia study.
- Analyzed data using Cronbach's coefficient alpha to assess reliability and factor analysis for construct validity.
Main Results:
- The PCSQ demonstrated strong internal consistency with Cronbach's alpha of .94 in consumer data and .84 in hyperlipidemia study data.
- A 4-factor solution explained substantial variance (64.8% in consumer data).
- The instrument is easy to administer, score, and cost-effective.
Conclusions:
- The PCSQ is a reliable and valid instrument for assessing consumer satisfaction with pharmacy services.
- The questionnaire uniquely incorporates patient evaluations of care outcomes.
- Further research is recommended to strengthen the PCSQ's validity through broader application.
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