Satisfaction with Pharmacy Services Questionnaire

Surveys specifically measuring outpatient pharmacy services have also been developed, notably the Satisfaction with Pharmacy Services Questionnaire. This is a 45-item survey that has been adapted from PSQs and tests for consideration, explanation, technical competence, financial aspects, and general issues. Table 27-2 shows a sample of these items (MacKeigan and Larson, 1989). 

Table 27-2. Items from the Satisfaction with Pharmacy Services Questionnaire...

A Satisfaction with Pharmacy Services Questionnaire (SPSQ) may be used to determine what the patients think about the clinic. A focus group of patients... 

A widely accepted example of patient satisfaction measurement that is specific to pharmacy services is MacKeigan and Larson s Patient Satisfaction with Pharmacy Services Questionnaire (PSPSQ). " Introduced in 1989, MacKeigan and Larson patterned their measure after Ware et al. s Patient Satisfaction Questionnaire (PSQ). Eight dimensions of pharmacy services were used for the questionnaire 1) explanation 2) consideration 3) technical competence 4) financial aspects 5) accessibility 6) drug efficacy 7) nonprescription products and 8) quality of the drug product dispensed. Over time, this measure has been tested and revised. In 1994, Larson and MacKeiganfurther refined their questionnaire into a 33-item measure reflective of seven dimensions 1) explanation 2) consideration 3) technical competence 4) finance 5) accessibility 6) product availability and 7) general. Reliability and validity of this measure are supported,and it has been used in the pharmacy services domain. ... 

MacKeigan and Larson s Patient Satisfaction with Pharmacy Services Questionnaire (PSPSQ). However, no single standard measure of patient satisfaction is applicable to all situations. We suggest that an existing measure of patient satisfaction, with demonstrated reliability and validity, should be used if it fits the construct domain of the study. Whenever a new satisfaction measure is needed, its conceptualization should be defined carefully and a systematic process for developing a measure should be followed. 

---