User satisfaction assessment in pharmacies of the public health system

• Autor(a) principal: Bandeira, Vanessa Adelina Casali
• Data de Publicação: 2017
• Outros Autores: Schneider, Aline, Schallemberger, Janaína Barden, Codinotti, Maristela, Pletsch, Marilei Uecker, Colet, Christiane de Fátima
• Tipo de documento: Artigo
• Idioma: por; eng
• Título da fonte: Revista Brasileira em Promoção da Saúde
• Texto Completo: https://ojs.unifor.br/RBPS/article/view/6193
• topic: Pharmaceutical Services; Health Services Accessibility; Patient Satisfaction; Drug Utilization; Servicios Farmacéuticos; Accesibilidad a los Servicios de Salud; Satisfacción del Paciente; Utilización de Medicamentos.; Assistência Farmacêutica; Acesso aos Serviços de Saúde; Satisfação do Paciente; Uso de medicamentos.

Objective: To assess the access to medicines and the level of satisfaction in users of public pharmacies in the municipality of Ijuí, Rio Grande do Sul. Methods: Quantitative observational and analytical cross-sectional study conducted with users of pharmacies from 14 health care centers who were randomly selected in the waiting room in January and February 2013. Data were collected using a semi-structured questionnaire on socioeconomic aspects, health conditions, and use of health services and medicines. Satisfaction was measured by a score of zero to 10. Data were analyzed using the Mann-Whitney, ANOVA and Kruskal-Wallis tests. Results: Participants were 134 users: 75.4% (n=101) of them were women and mean age was 48.95 ± 16.28 years. Most (n=89 - 66.4%) of the participants reported long term use of medicines, 54.5% (n=73) reported access to all the medicines in the pharmacy of the center, and 74.6% (100) reported buying the medicine if the pharmacy was out of them. The main problem identified was the lack of medicines (n=50 - 37.3%), followed by service and lack of human resources (n=17 - 12.6%). Mean satisfaction with the services was 8.7 ± 1.5. Greater satisfaction was found in those with lower levels of education, those who have access to medicines and those who have their doubts clarified. Conclusion: There is satisfaction with the services provided; however, the findings highlight the poor access to medicines and the need for effective qualification of the pharmaceutical services provided to ensure access to treatment with quality and problem-solving capacity.