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. 2017 Nov 13;51(suppl 2):21s.
doi: 10.11606/S1518-8787.2017051007145.

Patient satisfaction with pharmaceutical services in Brazilian primary health care

[Article in English, Portuguese]
Orlando Mario Soeiro  1 , Noêmia Urruth Leão Tavares  2 , José Miguel do Nascimento Júnior  3 , Augusto Afonso Guerra Junior  4 , Ediná Alves Costa  5 , Francisco de Assis Acurcio  4 , Ione Aquemi Guibu  6 , Juliana Álvares  4 , Margô Gomes de Oliveira Karnikowski  7 , Silvana Nair Leite  8 , Karen Sarmento Costa  9   10   11
Affiliations

Patient satisfaction with pharmaceutical services in Brazilian primary health care

[Article in English, Portuguese]
Orlando Mario Soeiro et al. Rev Saude Publica. .

Abstract
in English, Portuguese

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.

OBJETIVO: Avaliar a satisfação dos usuários com os serviços de assistência farmacêutica na atenção primária.

MÉTODOS: Estudo transversal, exploratório, de natureza avaliativa, com amostra representativa das cinco regiões geopolíticas do Brasil, oriundas da Pesquisa Nacional sobre Acesso, Utilização e Promoção do Uso Racional de Medicamentos – Serviços, 2015. O desfecho foi a satisfação do usuário obtida pelo método de teoria da resposta ao item. Foram testadas associações por meio do teste qui-quadrado de Pearson com variáveis sociodemográficas e de saúde e realizadas análises de regressão logística múltipla. O teste de Hosmer-Lemeshow foi utilizado para verificar a adequação do modelo final. Os resultados da regressão logística foram apresentados por meio de razão de chances.

RESULTADOS: O percentual geral de usuários satisfeitos com esses serviços foi de 58,4% (IC95% 54,4–62,3). A dimensão oportunidade/conveniência apresentou menor percentual de satisfação (49,5%; IC95% 46,4–52,6) e o maior percentual foi na dimensão aspectos interpessoais (90,5%; IC95%88,9–91,8), significativamente maior que as demais dimensões. No modelo logístico múltiplo final em relação à satisfação geral, permaneceram associadas as variáveis sexo, faixa etária, limitação por doenças e autopercepção da saúde.

CONCLUSÕES: A maior parte dos usuários entrevistados mostrou-se satisfeita com os serviços da assistência farmacêutica dos municípios brasileiros e a satisfação com o atendimento apresentou-se como fator relevante na satisfação geral do usuário.

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Conflict of interest statement

Conflict of Interest: KSC, NULT, and JMN Jr. declare conflict of interest for being former directors of the Brazilian Ministry of Health, the research funding institution. The other authors declare no conflict of interest.

Figures

Figure
Figure. Proportion of patients satisfied with pharmaceutical services in primary health care according to the aspects and sub-aspects. National Survey on Access, Use and Promotion of Rational Use of Medicines – Services, 2015.
See this image and copyright information in PMC

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