[Quality perceived by outpatients at the pharmaceutical care clinic]

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

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.

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.

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.