Patient Satisfaction in Pharmacy Practice

What has shifted the focus to patient satisfaction in healthcare?

Changes in healthcare reimbursement models.

What is a model patient satisfaction improvement project characterized as?

A dynamic and iterative process.

How is patient satisfaction defined?

The extent to which patients' needs and wants are met.

What is the Theory of Disconfirmation of Expectations?

A framework discussing patient satisfaction in relation to their expectations.

What are some methodological issues in measuring patient satisfaction?

Selection bias, acquiescence bias, social desirability bias, fear of retribution, and effects of utilization patterns.

Why is patient satisfaction important in healthcare?

It serves as a quality metric, attracts new patients, identifies service gaps, and is a marker for patient adherence.

What are the CMS Star Ratings based on?

Patient experience, prevention services, and disease treatment.

What are the three categories of performance measures in pharmacy services?

Medication adherence, medication safety, and medication therapy management (MTM).

What is the ECHO model in relation to patient satisfaction?

It measures physical, mental, and social outcomes.

What are the steps in a model satisfaction improvement initiative?

Pre-implementation assessment, identify gaps, implement program, and post-implementation assessment.

What conceptualization approaches are used for patient satisfaction measures?

Performance evaluation, disconfirmation of expectations, affect-based assessment, and equity-based assessment.

What are the three aspects of Expectancy Theory proposed by Richard Oliver?

Negative disconfirmation, zero disconfirmation, and positive disconfirmation.

What are common methods for measuring patient satisfaction?

Surveys, focus groups, and archival data.

What are some potential biases in measuring patient satisfaction?

Selection bias, acquiescence response bias, and social desirability bias.

What is the Patient Satisfaction with Pharmacist Services Questionnaire (PSPSQ 2.0)?

A tool used to measure patient satisfaction with pharmacy services.

What does the CAHPS Hospital Survey (H-CAHPS) assess?

Patient judgments on hospital quality, including nursing and physician interactions.

What is the significance of competition in patient satisfaction?

It acts as a marketing tool and is a goal of patient-centered care.