TY - JOUR
T1 - Impact of pharmacists' directive guidance behaviors on patient satisfaction
AU - Singhal, Puneet K.
AU - Gupchup, Gireesh V.
AU - Raisch, Dennis W.
AU - Schommer, Jon C.
AU - Holdsworth, Mark T.
PY - 2002
Y1 - 2002
N2 - OBJECTIVE: To determine the impact of directive guidance (DG) behaviors by pharmacists on patient satisfaction with pharmaceutical care services. DG behaviors are social support behaviors and include such activities as supplying information about medications and providing encouragement and feedback regarding drug therapy. DESIGN: Cross-sectional observational study using a self-administered survey. SETTING: Two university-affiliated ambulatory care clinics, two chain pharmacies, and one independent pharmacy. PATIENTS: One hundred sixty patients with a chronic disease (e.g., asthma, hypertension, diabetes). MAIN OUTCOME MEASURE: Patient satisfaction with pharmaceutical care services. RESULTS: A total of 160 completed questionnaires were collected from patients at 5 sites. Overall, patients patronizing ambulatory care clinics perceived higher rates of DG behaviors and were more satisfied with pharmaceutical care services, compared with patients in community pharmacies (P < .05). The hierarchical regression model was significant (F(13,112) = 4.9091, P < .001). DG behaviors explained 32.4% (P < .001) of the variance in patient satisfaction with pharmaceutical care services. CONCLUSION: Higher rates of DG behaviors by pharmacists are associated with greater patient satisfaction with pharmaceutical care services.
AB - OBJECTIVE: To determine the impact of directive guidance (DG) behaviors by pharmacists on patient satisfaction with pharmaceutical care services. DG behaviors are social support behaviors and include such activities as supplying information about medications and providing encouragement and feedback regarding drug therapy. DESIGN: Cross-sectional observational study using a self-administered survey. SETTING: Two university-affiliated ambulatory care clinics, two chain pharmacies, and one independent pharmacy. PATIENTS: One hundred sixty patients with a chronic disease (e.g., asthma, hypertension, diabetes). MAIN OUTCOME MEASURE: Patient satisfaction with pharmaceutical care services. RESULTS: A total of 160 completed questionnaires were collected from patients at 5 sites. Overall, patients patronizing ambulatory care clinics perceived higher rates of DG behaviors and were more satisfied with pharmaceutical care services, compared with patients in community pharmacies (P < .05). The hierarchical regression model was significant (F(13,112) = 4.9091, P < .001). DG behaviors explained 32.4% (P < .001) of the variance in patient satisfaction with pharmaceutical care services. CONCLUSION: Higher rates of DG behaviors by pharmacists are associated with greater patient satisfaction with pharmaceutical care services.
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U2 - 10.1331/108658002763316824
DO - 10.1331/108658002763316824
M3 - Article
C2 - 12030626
AN - SCOPUS:0036582901
SN - 1086-5802
VL - 42
SP - 407
EP - 412
JO - Journal of the American Pharmaceutical Association (Washington, D.C. : 1996)
JF - Journal of the American Pharmaceutical Association (Washington, D.C. : 1996)
IS - 3
ER -
