Background Surveys of satisfaction are an important tool to learn the strengths and weaknesses of the service and to assess influential factors to improve the quality of care provided.
Purpose To assess the degree of satisfaction of health professionals on the pharmacy service. To analyse the factors that have influenced the results and identify areas for improvement.
Material and methods Observational and retrospective study. Annual satisfaction surveys were reviewed for the period 2011–2014. The surveys assessed the degree of satisfaction across 24 items based on closed questions that were scored: 1=strongly disagree; 2=disagree; 3=neither agree nor disagree; 4=agree; 5=strongly agree.
The mean scores per item were analysed per professional category and per hospital (maternity and children hospital MCH; general hospital (GH), rehabilitation and trauma hospital (RTH). A quantitative analysis was conducted with these data using Excel 2010.
Results 296 surveys were conducted: 55 in 2011; 46 in 2012; 94 in 2013; and 101 in 2014. The average score per ítem was highest in doctors compared with other healthcare staff. As for hospitals studied, MCH had a higher mean score per item.
In general for all centres:
In 2012 a clear decrease in the valuation was observed.
In 2013 the scores improved significantly.
In 2014 the highest values were obtained compared with previous years.
The best valued items were: “The personal attention of professional pharmacy”, “The quality of the preparations “ and “drug distribution system in unit dose provides the rational use drug “.
The worst rated items were: “management procedures with the pharmacy is easy”, ”The consumption information that facilitates pharmacy seems adequate”.
Factors that have influenced and explain the results are:
In 2012, incorporation of a comprehensive system of procurement, reducing working hours and a change in the pharmacy computer system.
In 2013–2014, implementation of electronic prescribing in the GH.
In 2014, automation project for MCH.
Conclusion The services provided by the pharmacy are valued positively. Factors such as electronic prescribing and the automation system have been able to improve the quality of services provided.
No conflict of interest.
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