Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption

Healthcare

卷:9

Cristian Băicuș¹  Raluca Dinescu²  Rodica Ianole-Călin³  Elena Druică³ 

[1] Department of Internal Medicine, Carol Davila University of Medicine and Pharmacy, 050474 Bucharest, Romania;

[2] Department of Quality Assurance, University of Bucharest, 030018 Bucharest, Romania;

[3] Faculty of Business and Administration, University of Bucharest, 030018 Bucharest, Romania;

关键词: patient satisfaction;    community pharmacy services;    trust;    information asymmetry;    patients’ perception;    pharmaceutical care;   

DOI  :  10.3390/healthcare9050562

来源: DOAJ

【 摘 要 】

Patient’s satisfaction with community pharmacy services, and patients’ trust in the information received in community pharmacies are important drivers of pharmaceutical care adoption. An online questionnaire assessing patient satisfaction with the services received in pharmacies and trust in the pharmacist’s advice, along with their determinants, was administered to 343 Romanian chronic and non-chronic patients. Using various statistical tests, exploratory factor analysis, and robust regression we explored determinants of satisfaction and trust. We found that satisfaction with services is predicted by pharmacists’ attitude (β = 631, p < 0.001), low waiting time (β = 0.180, p < 0.001), affordable cost of the drugs (β = 0.09, p = 0.009), and drug availability (β = 0.157, p < 0.001). At the same time, trust in the information received is driven by pharmacists’ attention (β = 0.610, p < 0.001), whether the patient received precautionary information (β = 0.425, p < 0.001), low waiting time (β = 0.287, p < 0.001), and whether the respondent is a chronic patient or not (non-chronic patients express more trust, β = 0.328, p = 0.04). Our study expands the existing paradigm that sees trust as a simple predictor of satisfaction by showing that trust and satisfaction are predicted by different variables, and thus they should be addressed using different strategies. In fact, we found that they share only one predictor—waiting time, highly significant in both cases. Our findings show that, without prioritizing trust in the information received in community pharmacies to reduce information asymmetry between patient and pharmacist, the focus only on patient satisfaction may lead to a scenario in which community pharmacies will end up to be better integrated in the business sector and not in the public health system.

【 授权许可】

Unknown