title: Development and validation of the pharmaceutical care satisfaction questionnaire.
abstract: The development and validation of a survey instrument to assess consumer satisfaction with pharmacy services is discussed. The Pharmaceutical Care Satisfaction Questionnaire (PCSQ) is a 30-item instrument administered by someone other than the pharmacist that uses a Likert scale to score respondents' answers. The PCSQ is written approximately at a seventh grade reading level. Following initial development, the PCSQ was administered to 360 consumers in ambulatory pharmacies and to 311 patients in a multicenter hyperlipidemia outcomes study. The Cronbach coefficient alpha was .94 for the consumer data, with a 64.8% variance accounted for by the 4-factor solution. A coefficient alpha of .84 was found on all 30 items in the hyperlipidemia study, with a variance of 63.78% in control patients and 60.16% in treatment patients. The PCSQ is easy to administer and score, with minimal cost. Unlike other satisfaction surveys, the PCSQ contains patient evaluations regarding outcomes of care. A primary limitation of the PCSQ is that it is a newly developed instrument that needs to be used in more studies to strengthen its validity.
authors.affiliation: University of Tennessee Health Science Center College of Pharmacy, 847 Monroe Avenue, Room 227B, Memphis, TN 38163, USA. ggourley@utmem.edu
authors.forename: G K
authors.initials: GK
authors.lastname: Gourley
authors.forename: D R
authors.initials: DR
authors.lastname: Gourley
authors.forename: E
authors.initials: E
authors.lastname: La Monica Rigolosi
authors.forename: P
authors.initials: P
authors.lastname: Reed
authors.forename: D K
authors.initials: DK
authors.lastname: Solomon
authors.forename: E
authors.initials: E
authors.lastname: Washington
mesh_terms: D019538:Health Care Surveys / Q000379:methods*; D006801:Humans; D006949:Hyperlipidemias / Q000188:drug therapy; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010593:Pharmaceutical Services / Q000592:standards*; D011795:Surveys and Questionnaires; D016896:Treatment Outcome; D014481:United States