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

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Published

2017-09-22

Issue

Vol. 51 (2017): Suplemento 2

Section

Original Articles

How to Cite

Soeiro, O. M., Tavares, N. U. L., Nascimento Júnior, J. M. do, Guerra Junior, A. A., Costa, E. A., Acurcio, F. de A., Guibu, I. A., Álvares, J., Karnikowski, M. G. de O., Leite, S. N., & Costa, K. S. (2017). Patient satisfaction with pharmaceutical services in Brazilian primary health care. Revista De Saúde Pública, 51(suppl.2), 21s. https://doi.org/10.11606/S1518-8787.2017051007145