Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption
Abstract
:1. Introduction
2. Materials and Methods
2.1. Data
2.2. Measurement
2.3. Method
3. Results
3.1. Patients’ Satisfaction with Services Received in Community Pharmacies
3.1.1. Satisfaction with Services Provided in Pharmacies
3.1.2. Trust in the Information Received in Pharmacies
3.1.3. Determinants of Satisfaction and Trust
4. Discussion
5. Conclusions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledgments
Conflicts of Interest
References
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Dimension | Item Abbreviation | Item |
---|---|---|
Outcome variables | ||
General satisfaction | GS | On a scale of 1 to 9, where 1 means Very dissatisfied and 9 means Fully satisfied, how satisfied are you in general with the services offered to you in pharmacies? |
Patients’ trust in the advice received in pharmacies | TRUST | On a scale of 1 to 9, where 1 means Very little and 9 means A lot, how much confidence do you have in the advice you receive in pharmacies? |
Independent variables | ||
On a scale from 1 to 7, where 1 means Total disagreement, and 7 means Total agreement, what is your level of agreement with the following statements? | ||
Dimension | Item abbreviation | Item |
Pharmacy characteristics | PCH1 | The position of the pharmacy is convenient for me. |
PCH2 | The waiting area in the pharmacy is comfortable and convenient. | |
PCH3 | The pharmacy is very clean. | |
Costs and drugs availability | CDA1 | The cost of the drugs that I need is reasonable. |
CDA2 | The medication I need is available according to my needs. | |
Waiting time | TIME | The pharmacy staff is sufficient to serve customers in a reasonable time. |
Pharmacist’s behaviour | PB1 | The pharmacist was polite. |
PB2 | The pharmacist was interested in my needs. | |
PB3 | The pharmacist treats all customers the same. | |
PB4 | The pharmacist treats customers with respect. | |
PB5 | The pharmacist was available during my visit. | |
PB6 | The tone that the pharmacist used was polite. | |
PB7 | The time it took the pharmacist to process a prescription was reasonable. | |
PB8 | In the interaction with me, the pharmacist was bored. | |
PB9 | The amount of time spent by the pharmacist offering me medication advice was enough. | |
Guidance received by patient | GUID1 | The pharmacist constantly stressed the importance of taking the medication as recommended. |
GUID2 | The pharmacist gave me information on how to store/keep the drugs correctly. | |
GUID3 | The pharmacist gave me adequate information about the precautions to take when taking the drugs. | |
GUID4 | The pharmacist gave me adequate information about the side effects that the drugs can cause. | |
GUID5 | The pharmacist gave me adequate information about possible interactions between my medication and other drugs. | |
GUID6 | The pharmacist gave me adequate information about the possible interactions between my medication and some foods. | |
GUID7 | The pharmacist gave me clearly written instructions on how to take the drugs. | |
GUID8 | The pharmacist explained to me the details of taking the drugs in clear language. | |
Ethic dimension | ETHIC | Being a pharmacist involves both being a professional and a seller to what extent do you believe that the need for profit drives a pharmacist’ recommendations for drugs? |
Categorical Descriptors | Frequency | ||||
---|---|---|---|---|---|
Gender Female Male | 83.7% 16.3% | ||||
Education | |||||
At most secondary education | 30% | ||||
Higher education | 70% | ||||
Civil Status | |||||
Married | 65.3% | ||||
Single | 28.9% | ||||
Widow | 5.8% | ||||
Economic status | |||||
Much below the average salary | 16.9% | ||||
Slightly below the average salary | 14.0% | ||||
Around the average salary | 24.5% | ||||
Slightly above the average salary | 30.6% | ||||
Much above the average salary | 14.0% | ||||
Patient associations membership | |||||
Yes | 35% | ||||
No | 65% | ||||
The drugs purchased were: | |||||
Subsidized | 5.8% | ||||
Out of pocket | 58.9% | ||||
Both subsidized and out of pocket | 35.3% | ||||
Self-reported chronic patient | |||||
Yes | 52.5% | ||||
No | 47.5% | ||||
Numerical descriptors | |||||
Variable | Min | Mean | Median | Max | SD |
Age | 18 | 47.42 | 49 | 79 | 13.06 |
Self-reported health status (measured 1–10) | 1 | 7.306 | 8 | 10 | 1.9 |
Satisfaction by: | Test | Test Results | Conclusion |
---|---|---|---|
Age | Spearman’s rank correlation | rho = 0.033 p = 0.547 | Satisfaction does not depend on age |
Gender | Wilcoxon rank sum test | W = 7516.5, p = 0.429 | Satisfaction does not depend on gender |
Education | Wilcoxon rank sum test | W = 13,242, p = 0.278 | Satisfaction does not depend on education |
Civil status | Kruskal–Wallis rank sum test | chi-sq = 1.3215, p = 0.516 | Satisfaction does not depend on civil status |
Frequency | Kruskal–Wallis rank sum test | chi-sq = 12.354 *, p = 0.015 | Those who go to pharmacy more often tend to be less satisfied |
Income group | Kruskal–Wallis rank sum test | chi-sq = 0.722 p = 0.949 | Satisfaction does not depend on income |
Chronic patients | Wilcoxon rank sum test | W = 13,168, p = 0.090 | Chronic patients are marginally less satisfied than non-chronic patients |
Trust in information received | Spearman’s rank correlation | Rho = 0.643 *** p < 0.001 | Satisfaction with services and trust in information received from pharmacist are strongly correlated |
Self-reported health status | Spearman’s rank correlation | rho = 0.240 *** p < 0.001 | People with better health status (direct measurement) are more satisfied than people with poorer health status |
Comparative health status | Kruskal–Wallis rank sum test | chi-sq = 8.385 * p = 0.015 | People with better health status (comparative measurement) are more satisfied than those with poorer health status. |
Satisfaction by: | Test | Test Results | Conclusions |
---|---|---|---|
Age | Spearman’s rank correlation | rho = 0.124 * p-value = 0.021 | As age increases, so does the trust in information received from pharmacist |
Gender | Wilcoxon rank sum test | W = 7326.5, p-value = 0.288 | Trust in information received does not depend on gender. |
Education | Wilcoxon rank sum test | W = 13,252, p-value = 0.281 | Trust in information received does not depend on education |
Civil status | Kruskal–Wallis rank sum test | chi-sq = 2.165, p-value = 0.339 | Trust in information received does not depend on civil status |
Frequency | Kruskal–Wallis rank sum test | chi-sq = 5.063, p-value = 0.281 | Trust in information received does not depend on the frequency of visiting the pharmacy |
Income group | Kruskal–Wallis rank sum test | chi-sq = 3.954 p-value = 0.412 | Trust in information received does not depend on income |
Chronic patients | Wilcoxon rank sum test | W = 12,972, p-value = 0.06 | Chronic patients are marginally less inclined to trust the advice received in pharmacies |
Self-reported health status | Spearman’s rank correlation | rho = 0.236 *** p-value < 0.001 | Better health status (direct measurement) is associated with higher levels of trust |
Comparative health status | Kruskal–Wallis rank sum test | chi-sq = 10.034 ** p-value = 0.007 | Better health status (comparative measurement) is associated with higher levels of trust |
Item | Manifest Variable | Pharmacy Characteristics Factor Loadings |
---|---|---|
PCH1 | The position of the pharmacy is convenient for me. | 0.602 |
PCH2 | The waiting area in the pharmacy is comfortable and convenient. | 0.795 |
PCH3 | The pharmacy is very clean. | 0.669 |
Amount of variance explained: 48.1% |
Item | Manifest Variables | Attitude | Attention Received |
---|---|---|---|
PB1 | The pharmacist was polite. | 0.839 | |
PB2 | The pharmacist was interested in my needs. | 0.479 | |
PB3 | The pharmacist treats all customers the same. | 0.949 | |
PB5 | The pharmacist was available for me during my visit. | 0.472 | |
PB6 | The tone used by the pharmacist was kind. | 0.992 | |
PB9 | The amount of time spent by the pharmacist offering me medication advice was sufficient. | 0.661 | |
Amount of variance explained: 63.6% |
Item | Manifest Variables | Precautionary Information | Drug Administration |
---|---|---|---|
GUID1 | The pharmacist constantly stressed the importance of taking the medication as recommended. | 0.705 | |
GUID2 | The pharmacist gave me information on how to store/keep the drugs correctly. | 0.558 | |
GUID3 | The pharmacist gave me adequate information about the precautions to take when taking the drugs. | 0.716 | |
GUID4 | The pharmacist gave me adequate information about the side effects that the drugs can cause. | 0.776 | |
GUID5 | The pharmacist gave me adequate information about possible interactions between my medication and other drugs. | 0.991 | |
GUID6 | The pharmacist gave me adequate information about the possible interactions between my medication and some foods. | 0.838 | |
Amount of variance explained: 63.8% |
Model | Satisfaction | Trust |
---|---|---|
Intercept | 5.317 *** (p < 0.001) | 5.169 *** (p < 0.001) |
Attitude | 0.631 *** (p < 0.001) | - |
Attention | - | 0.610 *** (p < 0.001) |
Precautions | - | 0.425 *** (p < 0.001) |
Position | - | 0.092 (p = 0.437) |
Age | - | 0.009 (p = 0.127) |
Cost | 0.09 ** (p = 0.009) | - |
Drug availability | 0.157 *** (p < 0.001) | - |
Chronic patient | - | Reference |
Yes | 0.328 * | |
No | (0.04) | |
Ethic | - | −0.064 (p = 0.2) |
Waiting time | 0.180 *** (p < 0.001) | 0.287 *** (p < 0.001) |
Model | Satisfaction | Trust |
---|---|---|
Attitude | + | |
Attention | + | |
Precautions | + | |
Position | No significant relationship | |
Age | No significant relationship | |
Cost | + | |
Drug availability | + | |
Chronic patient Yes No | + | |
Ethic | No significant relationship | |
Waiting time | + | + |
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Druică, E.; Ianole-Călin, R.; Băicuș, C.; Dinescu, R. Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption. Healthcare 2021, 9, 562. https://doi.org/10.3390/healthcare9050562
Druică E, Ianole-Călin R, Băicuș C, Dinescu R. Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption. Healthcare. 2021; 9(5):562. https://doi.org/10.3390/healthcare9050562
Chicago/Turabian StyleDruică, Elena, Rodica Ianole-Călin, Cristian Băicuș, and Raluca Dinescu. 2021. "Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption" Healthcare 9, no. 5: 562. https://doi.org/10.3390/healthcare9050562