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Identifying and adapting a questionnaire to assess patient satisfaction with long-term conditions services
Uppsala University, Disciplinary Domain of Medicine and Pharmacy, Faculty of Pharmacy, Department of Pharmaceutical Biosciences. University of Auckland, Faculty of Medical and Health Sciences.
2017 (English)Independent thesis Advanced level (degree of Master (One Year)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Aim: In order to deliver high quality pharmacy services, it is essential to evaluate patients’ satisfaction with the services. However, no study has yet assessed patient satisfaction with the Long-Term Conditions (LTC) service in New Zealand. Therefore, the aim of this study is twofold. Firstly, to identify questionnaires that are used to assess patient satisfaction with community pharmacy services. Secondly, to adapt a questionnaire that can be used to measure patient satisfaction with the LTC service in New Zealand.

Methods: A literature review was conducted to identify questionnaires that had been used to measure patient satisfaction with community pharmacy services. The utilised databases were EMBASE, Medline, International Pharmaceutical Abstracts, and PsychInfo. Retrieved articles were evaluated against pre-determined inclusion and exclusion criteria. Upon completion of the review, a questionnaire was selected and modified before being pilot tested on six LTC patients from a community pharmacy in Auckland, New Zealand.

Results: The database search yielded 13 articles that were eligible for the final review. In these articles, six different questionnaires for measuring patient satisfaction were identified. The questionnaire that was selected for adaptation had eight items removed, four modified, and 13 added from other sources. The final version consisted of 20 items. Overall, the questionnaire proved to be comprehensible and convenient to use during the piloting phase. However, the patients had a tendency to misunderstand two of the negative statements.

Conclusions: Selecting and utilising an appropriate tool for measuring patient satisfaction could help to enhance the quality of pharmacy services, leading to improved patient care. This study has identified and adapted a questionnaire for measuring patient satisfaction with the LTC service in New Zealand. Based on the findings of the pilot study, alterations must be made to the questionnaire before it is psychometrically analysed in a larger sample. The final goal is then to apply it in a nation-wide survey in New Zealand.

Place, publisher, year, edition, pages
2017. , 34 p.
Keyword [en]
Patient satisfaction, community pharmacies, long-term conditions, pharmacy services
Keyword [sv]
Patienttillfredsställelse, öppenvårdsapotek, långvariga sjukdomstillstånd, apotekstjänster
National Category
Social and Clinical Pharmacy
Identifiers
URN: urn:nbn:se:uu:diva-323332OAI: oai:DiVA.org:uu-323332DiVA: diva2:1105837
Subject / course
Pharmacotherapy
Educational program
Master of Science Programme in Pharmacy
Supervisors
Examiners
Available from: 2017-06-07 Created: 2017-06-05 Last updated: 2017-06-07Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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