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dc.contributor.authorTinelli, M.*
dc.contributor.authorBlenkinsopp, Alison*
dc.contributor.authorBond, C.*
dc.date.accessioned2014-04-28T11:27:03Z
dc.date.available2014-04-28T11:27:03Z
dc.date.issued2011
dc.identifier.citationTinelli, M., Blenkinsopp, A., Bond, C. (2011) Development, validation and application of a patient satisfaction scale for a community pharmacy medicines-management service. International Journal of Pharmacy Practice, 19 (3), 144-155.
dc.identifier.urihttp://hdl.handle.net/10454/6215
dc.description.abstractOBJECTIVE: To develop, validate and apply a scale to measure patient satisfaction in a randomised controlled trial of community pharmacy service. METHODS: Published scales were reviewed to inform development of the patient satisfaction scale. Questionnaires were sent to patients in the control (n=500) and intervention (n=941) groups of a randomised controlled trial of community pharmacy-led management of coronary heart disease at baseline and 12-month follow-up. Any underlying main factors were assessed with exploratory factor analysis. Reliability and construct validity were tested. The 15-item scale was used to compare patient satisfaction across arms with their most recent pharmacy visit. RESULTS: Response rates were 92% (461/500) for control and 96% (903/941) for intervention groups at baseline and 85% control (399/472) and intervention (810/941) at follow-up. At baseline satisfaction was very similar in the intervention and control groups (median scores of 42). At follow-up mean satisfaction had significantly improved for the intervention compared with the control (median scores of 46 compared with 43; P<0.01); intervention females were more likely to be satisfied with the service than males (49 compared with 44; P<0.01). Three main factors explained the majority of the data variance. Cronbach's alpha was 0.7-0.9 for both groups over time for all factors and total scale. An increase in the overall satisfaction corresponding to a decrease in subjects wanting that particular service to be provided during their next visit indicated construct validity of the scale. CONCLUSION: A new scale of patient satisfaction with community pharmacy services was developed and shown to be reliable and valid. Its application showed increased satisfaction in the intervention group receiving a new pharmacy service.
dc.relation.isreferencedbyhttp://dx.doi.org/10.1111/j.2042-7174.2011.00110.x
dc.subjectCommunity pharmacy services
dc.subjectFemale
dc.subjectHumans
dc.subjectMale
dc.subjectMedication therapy management
dc.subjectPatient satisfaction
dc.subjectREF 2014
dc.titleDevelopment, validation and application of a patient satisfaction scale for a community pharmacy medicines-management service
dc.typeArticle


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