<abstract xmlns="http://www.w3.org/1999/xhtml"><p> Aim: Patient-oriented pharmaceutical care in pharmacies could improve patient satisfaction and influence patient’s choice of a community pharmacy. The aim of the work was to assess patient satisfaction and attendance in community pharmacies in Slovakia. Methods: A self-administered, anonymous questionnaire was distributed to patients visiting 33 community pharmacies in a total of 23 Slovak cities during October-December 2013. The questionnaire contained 29 items and three dimensions were supposed (managing therapy, interpersonal relationship, general satisfaction). A 5-point Likert-type scale (1 = very satisfied, 2 = satisfied, 3 = neither satisfied nor dissatisfied, 4 = dissatisfied, 5 = very dissatisfied) was used for assessing patient satisfaction. The results are presented in percentages and by the level of satisfaction within the range: high satisfaction (score 1.00-2.50), moderate satisfaction (score 2.51-3.50) and low satisfaction (score 3.51-5.00). Reasons for attendance in the community pharmacy and factors influencing pharmacy choice were evaluated either. Results: A total 2 844 respondents were included into the survey. Patient satisfaction with pharmaceutical care achieved high satisfaction level: interpersonal relationship (1.85 ± 0.598; 86.7% highly satisfied respondents) and general satisfaction (2.02 ± 0.643; 71.3% highly satisfied respondents). Managing therapy scored lower (2.24 ± 0.704; 65.4% highly satisfied respondents). The most frequently reported reasons for attending community pharmacy were to obtain prescription (70.4%) and over-the-counter medications (70.4%). The patient choice of a particular pharmacy was influenced by its location (74.1%). Conclusion: This study presents the first nationwide patientreported outcomes about patient satisfaction and attendance in community pharmacies in Slovakia. Future development and advancement of pharmacy practice leading to higher patient satisfaction requires modification of community pharmacists’ professional behaviour in Slovakia namely in managing therapy of patients.</p></abstract>

Aim: Patient-oriented pharmaceutical care in pharmacies could improve patient satisfaction and influence patient’s choice of a community pharmacy. The aim of the work was to assess patient satisfaction and attendance in community pharmacies in Slovakia. Methods: A self-administered, anonymous questionnaire was distributed to patients visiting 33 community pharmacies in a total of 23 Slovak cities during October-December 2013. The questionnaire contained 29 items and three dimensions were supposed (managing therapy, interpersonal relationship, general satisfaction). A 5-point Likert-type scale (1 = very satisfied, 2 = satisfied, 3 = neither satisfied nor dissatisfied, 4 = dissatisfied, 5 = very dissatisfied) was used for assessing patient satisfaction. The results are presented in percentages and by the level of satisfaction within the range: high satisfaction (score 1.00-2.50), moderate satisfaction (score 2.51-3.50) and low satisfaction (score 3.51-5.00). Reasons for attendance in the community pharmacy and factors influencing pharmacy choice were evaluated either. Results: A total 2 844 respondents were included into the survey. Patient satisfaction with pharmaceutical care achieved high satisfaction level: interpersonal relationship (1.85 ± 0.598; 86.7% highly satisfied respondents) and general satisfaction (2.02 ± 0.643; 71.3% highly satisfied respondents). Managing therapy scored lower (2.24 ± 0.704; 65.4% highly satisfied respondents). The most frequently reported reasons for attending community pharmacy were to obtain prescription (70.4%) and over-the-counter medications (70.4%). The patient choice of a particular pharmacy was influenced by its location (74.1%). Conclusion: This study presents the first nationwide patientreported outcomes about patient satisfaction and attendance in community pharmacies in Slovakia. Future development and advancement of pharmacy practice leading to higher patient satisfaction requires modification of community pharmacists’ professional behaviour in Slovakia namely in managing therapy of patients.

The Assessment of Patient Satisfaction and Attendance of Community Pharmacies in Slovakia

European Pharmaceutical Journal

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Aim: Patient-oriented pharmaceutical care in pharmacies could improve patient satisfaction and influence patient’s choice of a community pharmacy. The aim of...

The Assessment of Patient Satisfaction and Attendance of Community Pharmacies in Slovakia

Article Category: Original research article

Published Online: Feb 07, 2017

Page range: 23 - 29

Received: Jun 02, 2016

Accepted: Jul 05, 2016

DOI: https://doi.org/10.1515/afpuc-2016-0002

Keywords
Pharmaceutical care - Community pharmacy - Patient satisfaction - Managing therapy - Pharmacy choice - Patient-reported outcomes

© by D. Mináriková

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

The Assessment of Patient Satisfaction and Attendance of Community Pharmacies in Slovakia

Article Category: Original research article

Published Online: Feb 07, 2017

Page range: 23 - 29

Received: Jun 02, 2016

Accepted: Jul 05, 2016

DOI: https://doi.org/10.1515/afpuc-2016-0002

KeywordsPharmaceutical care - Community pharmacy - Patient satisfaction - Managing therapy - Pharmacy choice - Patient-reported outcomes

© by D. Mináriková

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Keywords
Pharmaceutical care - Community pharmacy - Patient satisfaction - Managing therapy - Pharmacy choice - Patient-reported outcomes