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Assessing patient satisfaction with medication-related services in hospital settings: a cross-sectional questionnaire survey in China
Li, Xin1; Zhang, Haixia2; Wang, Jingwen3; Li, Fan4,5; Chen, Jing6; Chen, Jing7
关键词Patient Satisfaction Medication-related Services Pharmaceutical Care Service
刊名INTERNATIONAL JOURNAL OF CLINICAL PHARMACOLOGY AND THERAPEUTICS
2014-07-01
DOI10.5414/CP202016
52期:7页:587-597
收录类别SCI
文章类型Article
WOS标题词Science & Technology
类目[WOS]Pharmacology & Pharmacy
研究领域[WOS]Pharmacology & Pharmacy
关键词[WOS]CLINICAL PHARMACY SERVICES ; UNITED-STATES HOSPITALS ; CARE ; COST
英文摘要

Objective: There are few prior studies on patient satisfaction with medication-related services and the potential value of measurements of patient satisfaction to the development of pharmaceutical care service (PCS) strategies in China. The objectives of the current study were to assess patient satisfaction with medication-related services in Chinese tertiary hospitals, examine the possible impact of PCS on patient satisfaction, and form a development strategy to establish PCS strategy prioritization. Methods: Self-administered questionnaires were distributed to 540 patients before discharge from units in 18 tertiary general hospitals in six cities. The participants assessed their satisfaction with the hospital′s medication-related services based on a 7-point Likert-type scale. A comparative analysis between PCS and non-PCS pilot hospitals was conducted to evaluate the impact of PCS on patient satisfaction. Results: 501 valid questionnaires were collected: 247 samples from PCS pilot hospitals (PCS group) and 254 from non-PCS pilot hospitals (non-PCS group). Factor analysis resulted in three factors (dimensions): "consideration and explanation", "discharge instruction", and "efficacy and finance". The "efficacy and finance" scores indicated relative satisfaction with this dimension (mean = 5.63 +/- 1.36). However, the items "medication costs" and "other medical costs" were the lowest scored attributes (means = 4.98 +/- 1.62 and 4.95 +/- 1.63), indicating that most of the participants were dissatisfied with these financial attributes. The median score in the "consideration and explanation" dimension in the PCS group was 6.27, in comparison with 5.81 in the non-PCS group. This statistically significant difference (p < 0.01) demonstrates that the major impact of PCS on patient satisfaction is observed in the "consideration and explanation" dimension. Conclusions: This study revealed low patient satisfaction with the financial aspects of medication-related services, which must be improved to provide better inpatient hospital service. The clinical effectiveness of medication therapy at these 18 tertiary hospitals could meet patients′ expectations, but PCS did not increase the level of patient satisfaction in the "efficacy and finance" dimension. Future PCS strategy in China should focus on improving the clinical and economic outcomes of medication-related services.

语种英语
WOS记录号WOS:000340233500005
项目编号71003055
资助机构National Natural Science Foundation of China
引用统计
被引频次:5[WOS]   [WOS记录]     [WOS相关记录]
文献类型期刊论文
条目标识符http://ir.bjmu.edu.cn/handle/400002259/56118
专题北京大学药学院
作者单位1.Kunming Med Univ, Sch Pharm, Kunming, Peoples R China
2.Univ Adelaide, Sch Business, Adelaide, SA, Australia
3.Nanjing Med Univ, Sch Pharm, Dept Clin Pharm, Nanjing 211166, Jiangsu, Peoples R China
4.Nanjing Univ, Sch Med, Affiliated Drum Tower Hosp, Dept Pharm, Nanjing 210008, Jiangsu, Peoples R China
5.Fourth Mil Med Univ, Xijing Hosp, Dept Pharm, Xian 710032, Peoples R China
6.Kunming Med Univ, Yunnan Prov Key Lab Pharmacol Nat Prod, Kunming, Peoples R China
7.Peking Univ, Sch Pharm, Dept Pharm Adm & Clin Pharm, Beijing 100871, Peoples R China
推荐引用方式
GB/T 7714
Li, Xin,Zhang, Haixia,Wang, Jingwen,et al. Assessing patient satisfaction with medication-related services in hospital settings: a cross-sectional questionnaire survey in China[J]. INTERNATIONAL JOURNAL OF CLINICAL PHARMACOLOGY AND THERAPEUTICS,2014,52(7):587-597.
APA Li, Xin,Zhang, Haixia,Wang, Jingwen,Li, Fan,Chen, Jing,&Chen, Jing.(2014).Assessing patient satisfaction with medication-related services in hospital settings: a cross-sectional questionnaire survey in China.INTERNATIONAL JOURNAL OF CLINICAL PHARMACOLOGY AND THERAPEUTICS,52(7),587-597.
MLA Li, Xin,et al."Assessing patient satisfaction with medication-related services in hospital settings: a cross-sectional questionnaire survey in China".INTERNATIONAL JOURNAL OF CLINICAL PHARMACOLOGY AND THERAPEUTICS 52.7(2014):587-597.
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