Using Patient Expectations and Satisfaction Data to Design a New Pharmacy Service Model in a Primary Care Clinic

Abstract

OBJECTIVE: To determine patient expectations for specific pharmacist-provided services and learn their present level of satisfaction with their current pharmacy services. Survey responses supported major decisions about the type of pharmacy practice model to implement in a local clinic. DESIGN: All patients who attended a primary care community-based clinic in June of 1995 completed a 72-item written survey while waiting for clinic care. Survey included items to determine patient's perceptions of current pharmacy services, level of satisfaction with these services; medication related education presently received in clinic, services the patient would desire from pharmacists if made available in clinic, and those factors that would influence use of pharmacy services. Responses provided by indicating the extent to which the respondent agreed with each specific survey item. Responses validated by incorporating comparable item response questions. Surveys analyzed by calculating frequencies in each response cat...