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Measuring patient satisfaction with pharmaceutical services

J C Schommer1, S N Kucukarslan

  • 1Division of Pharmacy Practice and Administration, College of Pharmacy, Ohio State University (OSU), Columbus 43210, USA. schommer.1@osu.edu

American Journal of Health-System Pharmacy : AJHP : Official Journal of the American Society of Health-System Pharmacists
|December 31, 1997
PubMed
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Measuring patient satisfaction with pharmaceutical services is crucial for healthcare quality. This study outlines conceptualizations and a systematic process for developing valid and reliable patient satisfaction questionnaires.

Area of Science:

  • Health Services Research
  • Pharmacy Practice
  • Patient Outcomes

Background:

  • Patient satisfaction is a key indicator of healthcare quality, particularly in pharmaceutical services.
  • Understanding patient satisfaction is increasingly important for evaluating healthcare delivery.
  • Various conceptualizations of satisfaction exist, influencing measurement approaches.

Purpose of the Study:

  • To discuss common conceptualizations of patient satisfaction.
  • To suggest methods for measuring patient satisfaction with pharmaceutical services.
  • To guide the development of valid and reliable patient satisfaction measures.

Main Methods:

  • Conceptual analysis of different satisfaction theories (performance, disconfirmation, affect, equity).

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  • Outline of a systematic process for questionnaire development.
  • Emphasis on expert review, pilot testing for reliability and validity, and practicality.

    • Main Results:

    • Patient satisfaction can be viewed through multiple theoretical lenses.
    • A structured approach is necessary for creating effective satisfaction measures.
    • No single measure fits all pharmacy contexts; context-specific development or adaptation is required.

    Conclusions:

    • Developing robust patient satisfaction measures requires a clear theoretical basis and systematic methodology.
    • Researchers must consider the specific context when selecting or creating satisfaction instruments.
    • Validated and reliable measures are essential for accurately assessing pharmaceutical service quality.