Development, validation and application of a patient satisfaction scale for a community pharmacy medicines-management service

Abstract

Objective To develop, validate and apply a scale to measure patient satisfaction in a randomised controlled trial of community pharmacy service. Methods Published scales were reviewed to inform development of the patient satisfaction scale. Questionnaires were sent to patients in the control (n = 500) and intervention (n = 941) groups of a randomised controlled trial of community pharmacy-led management of coronary heart disease at baseline and 12-month follow-up. Any underlying main factors were assessed with exploratory factor analysis. Reliability and construct validity were tested. The 15-item scale was used to compare patient satisfaction across arms with their most recent pharmacy visit. Results Response rates were 92% (461/500) for control and 96% (903/941) for intervention groups at baseline and 85% control (399/472) and intervention (810/941) at follow-up. At baseline satisfaction was very similar in the intervention and control groups (median scores of 42). At follow-up mean satisfaction had significantly improved for the intervention compared with the control (median scores of 46 compared with 43; P < 0.01); intervention females were more likely to be satisfied with the service than males (49 compared with 44; P < 0.01). Three main factors explained the majority of the data variance. Cronbach's alpha was 0.7-0.9 for both groups over time for all factors and total scale. An increase in the overall satisfaction corresponding to a decrease in subjects wanting that particular service to be provided during their next visit indicated construct validity of the scale. Conclusion A new scale of patient satisfaction with community pharmacy services was developed and shown to be reliable and valid. Its application showed increased satisfaction in the intervention group receiving a new pharmacy service. © 2011 The Authors. IJPP © 2011 Royal Pharmaceutical Society.