Patient satisfaction with pharmaceutical services in Brazilian primary health care

Authors

  • Orlando Mario Soeiro Pontifícia Universidade Católica de Campinas. Faculdade de Ciências Farmacêuticas
  • Noêmia Urruth Leão Tavares Universidade de Brasília. Universidade de Brasília. Departamento de Farmácia
  • José Miguel do Nascimento Júnior Prefeitura Municipal de Florianópolis
  • Augusto Afonso Guerra Junior Universidade Federal de Minas Gerais. Faculdade de Farmácia. Departamento de Farmácia Social
  • Ediná Alves Costa Universidade Federal da Bahia. Instituto de Saúde Coletiva
  • Francisco de Assis Acurcio Universidade Federal de Minas Gerais. Faculdade de Farmácia. Departamento de Farmácia Social
  • Ione Aquemi Guibu Santa Casa de São Paulo. Faculdade de Ciências Médicas. Departamento de Saúde Coletiva
  • Juliana Álvares Universidade Federal de Minas Gerais. Faculdade de Farmácia. Departamento de Farmácia Social
  • Margô Gomes de Oliveira Karnikowski Universidade de Brasília. Faculdade de Ceilândia
  • Silvana Nair Leite Universidade Federal de Santa Catarina. Departamento de Ciências Farmacêuticas
  • Karen Sarmento Costa Universidade Estadual de Campinas. Núcleo de Estudos de Políticas Públicas Universidade Estadual de Campinas. Faculdade de Ciências Médicas. Departamento de Saúde Coletiva. Programa de Pós-Graduação em Saúde Coletiva Universidade Federal do Rio Grande do Sul. Faculdade de Medicina. Programa de Pós-Graduação em Epidemiologia

DOI:

https://doi.org/10.11606/S1518-8787.2017051007145

Keywords:

Patient Satisfaction. Pharmaceutical Services. Primary Health Care. Health Services Research. Unified Health System

Abstract

OBJECTIVE: To evaluate patient satisfaction with pharmaceutical services in Brazilian primary health care. METHODS: This is a cross-sectional, exploratory, and evaluative study on a representative sample from the five Brazilian geopolitical regions resulting from the Pesquisa Nacional sobre Acesso, Utilização e Promoção do Uso Racional de Medicamentos – Serviços, 2015 (PNAUM – National Survey on Access, Use and Promotion of Rational Use of Medicines – Services, 2015). The outcome was the patient’s satisfaction, obtained using the item response theory. Associations were tested using Pearson’s Chi-square test with sociodemographic and health variables, and multiple logistic regression analyses were carried out. The Hosmer-Lemeshow test was used to verify the adequacy of the final model. Logistic regression results were presented as odds ratio. RESULTS: The overall percentage of patients satisfied with these services was 58.4% (95%CI 54.4-62.3). The “opportunity/convenience” aspect had the lowest satisfaction percentage (49.5%; 95%CI 46.4-52.6) and “interpersonal aspects,” the highest percentage (90.5%; 95%CI 88.9-91.8), significantly higher than other aspects. Sex, age group, limitations due to disease, and self-perception of health remained associated in the final multiple logistic model regarding general satisfaction. CONCLUSIONS: Most of the interviewed users were satisfied with pharmaceutical services in Brazilian cities, and the satisfaction with the customer’s service was determinant in the patient’s overall satisfaction

Published

2017-09-22

Issue

Section

Original Articles

How to Cite

Patient satisfaction with pharmaceutical services in Brazilian primary health care. (2017). Revista De Saúde Pública, 51(suppl.2), 21s. https://doi.org/10.11606/S1518-8787.2017051007145