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Development and initial validation of a patient satisfaction with pharmacy performance questionnaire (PSPP-Q)
1Faculty of Pharmacy, University of Ljubljana, Ljubljana, Slovenia.
Evaluation & the Health Professions
|May 12, 2010
Summary
This study developed a patient satisfaction questionnaire for pharmacies. The validated tool measures outpatient experiences with pharmacy services and support structures, ensuring psychometric reliability.
Area of Science:
- Health Services Research
- Pharmaceutical Sciences
- Patient Experience Measurement
Background:
- Measuring patient satisfaction is crucial for evaluating and improving pharmacy performance.
- Existing tools may not adequately capture the multidimensional aspects of outpatient pharmacy experiences.
- A validated, generalizable questionnaire is needed to assess patient satisfaction across diverse pharmacy settings.
Purpose of the Study:
- To develop a psychometrically valid, multidimensional, self-administered questionnaire.
- To measure patient satisfaction with general pharmacy performance for outpatients.
- To create a reliable tool for assessing patient experiences in community pharmacies.
Main Methods:
- A multiphase development process including qualitative interviews with pharmacy users.
- A modified Delphi study with an expert panel to refine content and format.
- Initial validation using a large random sample of 5,400 outpatients from selected pharmacies.
Main Results:
- A comprehensive questionnaire was developed, focusing on patient-identified priorities.
- The questionnaire addresses both pharmacy services and the supporting infrastructure.
- The final instrument demonstrated satisfactory psychometric properties and relevance to individual pharmacies.
Conclusions:
- A validated, multidimensional questionnaire for measuring outpatient pharmacy satisfaction has been successfully developed.
- The tool captures key aspects of patient experience, including services and support systems.
- This questionnaire provides a reliable method for assessing and improving pharmacy performance from the patient's perspective.
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