Impact of pharmacists' directive guidance behaviors on patient satisfaction.
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.


METHODS
Cross-sectional observational study using a self-administered survey.


METHODS
Two university-affiliated ambulatory care clinics, two chain pharmacies, and one independent pharmacy.


METHODS
One hundred sixty patients with a chronic disease (e.g., asthma, hypertension, diabetes).


METHODS
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.


CONCLUSIONS
Higher rates of DG behaviors by pharmacists are associated with greater patient satisfaction with pharmaceutical care services.
Singhal
Puneet K
PK
Pharmaceutical Health Services Research Program, School of Pharmacy, University of Maryland-Baltimore, USA.
Gupchup
Gireesh V
GV
Raisch
Dennis W
DW
Schommer
Jon C
JC
Holdsworth
Mark T
MT
D003430:Cross-Sectional Studies; D003625:Data Collection; D010353:Patient Education as Topic; D017060:Patient Satisfaction; D010594:Pharmacies; D010595:Pharmacists