1. Group 9
Achieving and Measuring
Patient Satisfaction

2. Achieving and Measuring
Patient Satisfaction
Group 9:
Elisabeth Adunlin
Marie Antione
Marina Awad
Drakeria Barr

3. Learning objectives
 Identify four conceptualizations of Pt.
satisfaction
 The importance of Pt. Centered care
 Factors that lead to Pt. Satisfaction
 The categories of the Echo Model
 Issues that should be addressed
 Factors to be considered

4. Achieving and Measuring Satisfaction
Quality Patient care is the goal of the
U.S. Healthcare System.
Pharmacist are well positioned to
promote quality healthcare products
and services.
Patient satisfaction is a key to quality
indicator in Pharmacy and other

5. Achieving and Measuring Patient
Satisfaction
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6. What is Patient Satisfaction?
 Why evaluate or measure patient
satisfaction?

7. Patient Satisfaction
Refers to the degree to which a consumer
perceives a healthcare good or service to be
valuable
beneficial
useful
appropriate, and effective

8. Patient Satisfaction
To evaluate the performance level of
healthcare services, and providers.
To identify gaps or deficits in service
provision to meet patient needs.
To implement improvement strategies in
response to the gaps or deficit.

9. Patient Satisfaction
To evaluate the performance level of
healthcare services and providers.
To identify gaps or deficits the provision of
service to the consumer.
Implement improvement strategies in
response to the deficiencies.

10. Approach to Measuring Patient
Satisfaction
Patient Satisfaction conceptualization
Quality assessment
Pharmacy Setting
Prevalent disease state
Available Service
Location

11. Pharmacy Quality Indicators
Important tools used to evaluate the quality
of health services.
Used to reflect Adherence and use of
appropriate medication in a selected Pt.
population.
Adherence in pts with diabetes or
dyslipedimia

12. Pharmacy Quality Indicator
Table 12-1 : Pharmacy Quality
Indicator
Type of Indicator Example
Proportion of Days Covered The percentage of patients who were
dispensed a diabetes medication and
were estimated to have medication at
least 80% of the measurement period.
(Refilled late)
Gaps in Therapy The percentage of patients receiving
medication for dyslipidemia who
experience a significant gap in therapy
(>30 days). (refill missed)
Suboptimal Control or Treatment The percentage of patients with
persistent asthma who were dispensed
more than five canisters of a short beta-2
agonist over a 3 months period. (Poor
control)
High-Risk Medications The percentage of patients over the age
of 65 years who received one or more
prescriptions for a high-risk medication.
(Inappropriate use)

13. The Pharmacy Quality Alliance
A collaboration of association and industry
representatives.
Reflect Adherence
Appropriate use of medication
Assess effects of pharmacist on patient care
Patient Satisfaction

14. Patient Satisfaction
Key Characteristics
Relationship to other outcomes
Approaches to measuring patient satisfaction

15. Patient Quality Indicators
Internal Stakeholders:-
 Stakeholders are people who have a
vested interest in the company. They
are all effected by wages and job
stability..
External Stakeholders:-
 They are involved with the
company but not employed directly by

16. Table 12-2: Examples of Pharmacy
Stakeholders
Pharmacy type External Internal
Stakeholders Stakeholders
Community Patients and family Pharmacists
Physicians and Technicians
nurses Clerks
Pharmacy benefit Others employees
managers
Third-party Payers
Hospital Other customers
Patients Pharmacy staff
Third-party payers Physicians and
Auditors nurses
Patient family and Hospital
friends Managers
Others hospital

17. Conceptualization of Pt. Satisfaction
Developed by Schommer and Kucukarslan.
Describe Four Service- Related
Conceptualization of Pt. Satisfaction.
Pharmacy Organizations:-
Community pharmacy
Clinic Pharmacies
use conceptualization approach to address
or assess patient satisfaction.

18. Four Service –Related Conceptualization
Performance Evaluation:
Refers to the determination of satisfaction with
characteristics of a Particular Service or
Physical environment.
E.g. Interaction with the Pharmacist or
Location of the pharmacy

19. Four Service –Related Conceptualization
Affect Based Assessment:-
Refers to the emotional reaction such as
pleasure or displeasure of a consumer may
experience as a result of the service.

20. Four Service –Related Conceptualization
Disconfirmation of Expectation:
A Psychological process in which consumers
evaluate gap between their expectations
regarding a service, and their perceptions of
the actual experiment of the service.

21. Four Service –Related Conceptualization
Equity Bases Assessment:-
Refers to a consumer’s perception of fairness
in the provision of services including inputs
and outcomes generally based on
comparison to another individuals service
expansion.

22. Table 12-3: Conceptualization of Patient Satisfaction
Conceptualization
Focus Strengths Weaknesses
Performance Salient Can Evaluate Characteristics are selected by the
Evaluation specific inquirer/researcher, which might limit
Characteristics of
characteristics of a patients in their expression of
service
service concerns, the process of evaluation is
not assessed; the measure might be
invalid if the service is ambiguous to
respondents
Disconfirmation Cognitive Appraisal Provides an Standardization of key variables and
of Expectations of a service understanding of processes has not been achieved;
experience the psychological results are sensitive to the type and
process of service level of the expectations used for the
evaluation study
Affect-Based Emotional response Allows the Provides a limited view of consumer
Assessment to a service and investigation of the evaluation of services; might be
resultant consumer emotional applicable to discrete service
actions responses to encounters but not to long-term
services; evaluations
particularly useful
when consumer
expectations are
not formed or used
for service
Evaluation
Equity-Based Fairness in what is Allows Assumes that fairness is the key
Assessment gained compared investigation of the determinant of patient satisfaction; few
with what it cost the relationship examples of measures for pharmacy
consumer between inputs and are available; measures are cognitively
outputs of complex for respondents
consumer and
provider

23. Conceptualization of Patient Satisfaction
A Pharmacy Organization such as:
 Community Pharmacies
 Clinic Pharmacies
 May address one or more of these
conceptualizations when assessing patient
satisfaction.

24. Conceptualization of Patient Satisfaction
Depends on the question the
Organization’s attempts to answer in
regards to pt. satisfaction.
E.g. What are our pt’s feelings
regarding our service to them?

25. Conceptualization of Patient Satisfaction
The Type of conceptualization used
depends on the target or the objective of
the organization and the results
expected.

26. ECHO MODEL
ECONOMIC
CLINICAL
HUMANISTIC
OUTCOMES
Mul$modal approach to evalua$ng value
and quality of a healthcare good, product,
or service

27. ECONOMIC APPROACH
 DIRECT COSTS
 Costs associated with paying for medical care
 INDIRECT COSTS
 Result from morbidity and mortality
 INTANGIBLE COSTS
 Nonfinancial outcomes; cannot be expressed
in monetary terms

28. CLINICAL
Therapeutic Outcomes
 Mortality
 Blood pressure measures
 Blood Glucose

29. HUMANISTIC
 Sociobehavior
al outcomes
 Medication
adherence
 Patient
Knowledge