Classification of pharmaceutical services from the viewpoint of patient satisfaction/dissatisfaction

Sei Ichiro Hayashi, Takahiko Hayase, Mayumi Mochizuki, Masayuki Hashiguchi, Koichi Takeuchi

Research output: Contribution to journalArticle

7 Citations (Scopus)

Abstract

A survey was conducted to examine what the public expects of pharmacists. We created 26 questions based on 26 different situations that patients encounter at pharmacies in order to assess patient satisfaction/dissatisfaction. Some questions were designed to compare pairs of symmetrical situations. The survey was carried out in February and March 2001. The surveys were conducted with patients and/or patients' relatives who brought their prescriptions to pharmacies and with employees of pharmaceutical companies and their family members. A factor analysis extracted two factors among the 26 variables, the first being patient dissatisfaction and the second being patient satisfaction. However, factor loadings for some paired situations were not necessarily symmetrical and thus the absolute values of the scores were not equal. The results suggest that satisfaction on one side does not entail dissatisfaction on the other side and thus satisfaction and dissatisfaction can be examined as separate and distinct entities. Based on these results, we classified pharmaceutical services into two types. The first type is referred to as instrumental service. In this situation patients do not feel great satisfaction even if such service is provided. However, they feel great dissatisfaction if the service is not provided. The second type is referred to as expressive service. These patients feel some satisfaction if such service is provided, however, they do not feel a fatal dissatisfaction if the service is not provided. Our research documents that when examining data based on the assumption that there is a different dimensionality for patient satisfaction and dissatisfaction, it is possible to gain insights into new aspects of pharmaceutical services that are otherwise impossible to assess.

Original languageEnglish
Pages (from-to)159-168
Number of pages10
JournalYakugaku Zasshi
Volume125
Issue number1
DOIs
Publication statusPublished - 2005
Externally publishedYes

Fingerprint

Pharmaceutical Services
Patient Satisfaction
Pharmacies
Pharmacists
Statistical Factor Analysis
Prescriptions
Research
Pharmaceutical Preparations
Surveys and Questionnaires

Keywords

  • Community pharmacy
  • Factor analysis
  • Patient dissatifaction
  • Patient satisfaction
  • Pharmaceutical service

ASJC Scopus subject areas

  • Molecular Medicine

Cite this

Classification of pharmaceutical services from the viewpoint of patient satisfaction/dissatisfaction. / Hayashi, Sei Ichiro; Hayase, Takahiko; Mochizuki, Mayumi; Hashiguchi, Masayuki; Takeuchi, Koichi.

In: Yakugaku Zasshi, Vol. 125, No. 1, 2005, p. 159-168.

Research output: Contribution to journalArticle

Hayashi, Sei Ichiro ; Hayase, Takahiko ; Mochizuki, Mayumi ; Hashiguchi, Masayuki ; Takeuchi, Koichi. / Classification of pharmaceutical services from the viewpoint of patient satisfaction/dissatisfaction. In: Yakugaku Zasshi. 2005 ; Vol. 125, No. 1. pp. 159-168.
@article{c619787928bf43d7b334cc8a84c78782,
title = "Classification of pharmaceutical services from the viewpoint of patient satisfaction/dissatisfaction",
abstract = "A survey was conducted to examine what the public expects of pharmacists. We created 26 questions based on 26 different situations that patients encounter at pharmacies in order to assess patient satisfaction/dissatisfaction. Some questions were designed to compare pairs of symmetrical situations. The survey was carried out in February and March 2001. The surveys were conducted with patients and/or patients' relatives who brought their prescriptions to pharmacies and with employees of pharmaceutical companies and their family members. A factor analysis extracted two factors among the 26 variables, the first being patient dissatisfaction and the second being patient satisfaction. However, factor loadings for some paired situations were not necessarily symmetrical and thus the absolute values of the scores were not equal. The results suggest that satisfaction on one side does not entail dissatisfaction on the other side and thus satisfaction and dissatisfaction can be examined as separate and distinct entities. Based on these results, we classified pharmaceutical services into two types. The first type is referred to as instrumental service. In this situation patients do not feel great satisfaction even if such service is provided. However, they feel great dissatisfaction if the service is not provided. The second type is referred to as expressive service. These patients feel some satisfaction if such service is provided, however, they do not feel a fatal dissatisfaction if the service is not provided. Our research documents that when examining data based on the assumption that there is a different dimensionality for patient satisfaction and dissatisfaction, it is possible to gain insights into new aspects of pharmaceutical services that are otherwise impossible to assess.",
keywords = "Community pharmacy, Factor analysis, Patient dissatifaction, Patient satisfaction, Pharmaceutical service",
author = "Hayashi, {Sei Ichiro} and Takahiko Hayase and Mayumi Mochizuki and Masayuki Hashiguchi and Koichi Takeuchi",
year = "2005",
doi = "10.1248/yakushi.125.159",
language = "English",
volume = "125",
pages = "159--168",
journal = "Yakugaku zasshi : Journal of the Pharmaceutical Society of Japan",
issn = "0031-6903",
publisher = "Pharmaceutical Society of Japan",
number = "1",

}

TY - JOUR

T1 - Classification of pharmaceutical services from the viewpoint of patient satisfaction/dissatisfaction

AU - Hayashi, Sei Ichiro

AU - Hayase, Takahiko

AU - Mochizuki, Mayumi

AU - Hashiguchi, Masayuki

AU - Takeuchi, Koichi

PY - 2005

Y1 - 2005

N2 - A survey was conducted to examine what the public expects of pharmacists. We created 26 questions based on 26 different situations that patients encounter at pharmacies in order to assess patient satisfaction/dissatisfaction. Some questions were designed to compare pairs of symmetrical situations. The survey was carried out in February and March 2001. The surveys were conducted with patients and/or patients' relatives who brought their prescriptions to pharmacies and with employees of pharmaceutical companies and their family members. A factor analysis extracted two factors among the 26 variables, the first being patient dissatisfaction and the second being patient satisfaction. However, factor loadings for some paired situations were not necessarily symmetrical and thus the absolute values of the scores were not equal. The results suggest that satisfaction on one side does not entail dissatisfaction on the other side and thus satisfaction and dissatisfaction can be examined as separate and distinct entities. Based on these results, we classified pharmaceutical services into two types. The first type is referred to as instrumental service. In this situation patients do not feel great satisfaction even if such service is provided. However, they feel great dissatisfaction if the service is not provided. The second type is referred to as expressive service. These patients feel some satisfaction if such service is provided, however, they do not feel a fatal dissatisfaction if the service is not provided. Our research documents that when examining data based on the assumption that there is a different dimensionality for patient satisfaction and dissatisfaction, it is possible to gain insights into new aspects of pharmaceutical services that are otherwise impossible to assess.

AB - A survey was conducted to examine what the public expects of pharmacists. We created 26 questions based on 26 different situations that patients encounter at pharmacies in order to assess patient satisfaction/dissatisfaction. Some questions were designed to compare pairs of symmetrical situations. The survey was carried out in February and March 2001. The surveys were conducted with patients and/or patients' relatives who brought their prescriptions to pharmacies and with employees of pharmaceutical companies and their family members. A factor analysis extracted two factors among the 26 variables, the first being patient dissatisfaction and the second being patient satisfaction. However, factor loadings for some paired situations were not necessarily symmetrical and thus the absolute values of the scores were not equal. The results suggest that satisfaction on one side does not entail dissatisfaction on the other side and thus satisfaction and dissatisfaction can be examined as separate and distinct entities. Based on these results, we classified pharmaceutical services into two types. The first type is referred to as instrumental service. In this situation patients do not feel great satisfaction even if such service is provided. However, they feel great dissatisfaction if the service is not provided. The second type is referred to as expressive service. These patients feel some satisfaction if such service is provided, however, they do not feel a fatal dissatisfaction if the service is not provided. Our research documents that when examining data based on the assumption that there is a different dimensionality for patient satisfaction and dissatisfaction, it is possible to gain insights into new aspects of pharmaceutical services that are otherwise impossible to assess.

KW - Community pharmacy

KW - Factor analysis

KW - Patient dissatifaction

KW - Patient satisfaction

KW - Pharmaceutical service

UR - http://www.scopus.com/inward/record.url?scp=17244381582&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=17244381582&partnerID=8YFLogxK

U2 - 10.1248/yakushi.125.159

DO - 10.1248/yakushi.125.159

M3 - Article

C2 - 15635287

AN - SCOPUS:17244381582

VL - 125

SP - 159

EP - 168

JO - Yakugaku zasshi : Journal of the Pharmaceutical Society of Japan

JF - Yakugaku zasshi : Journal of the Pharmaceutical Society of Japan

SN - 0031-6903

IS - 1

ER -