Cadernos de Saúde Pública
On-line version ISSN 1678-4464
Print version ISSN 0102-311X
CORRER, Cassyano Januário et al. Patient satisfaction with pharmacy services: translation and validation of the Pharmacy Services Questionnaire for Brazil. Cad. Saúde Pública [online]. 2009, vol.25, n.1, pp.87-96. ISSN 1678-4464. http://dx.doi.org/10.1590/S0102-311X2009000100009.
The aim of this study was to translate into Portuguese and validate the Pharmacy Services Questionnaire (PSQ). The instrument includes 20 questions that measure user satisfaction with pharmacy services, and is organized according to two factors. It uses a Likert scale of answers from 1 (poor) to 5 (excellent). The PSQ-Brazil was applied to 137 diabetics from 31 to 89 years of age (60.6% women), clients of private pharmacies, mostly users of public health services (65.7%), with low education (67.9% elementary schooling or less), and who used an average of 4.3 medicines per person. Overall score in the sample was 3.6 (SD = 1.1 [95%CI 3.4-3.8]). After factor analysis, "pleasant exposure" and "treatment management" included 8 and 12 items, respectively, and were significantly correlated with each other (r = 0.92, p < 0.001) and with the overall score. The instrument obtained a Cronbach's alpha of 0.98 for the overall score. The pleasant exposure and treatment management variables showed alphas of 0.94 and 0.98. PSQ-Brazil shows adequate reliability and validity for use in the country.
Keywords : Pharmaceutical Services; Consumer Satisfaction; Questionnaires.