Exploration and Stratification of Factors Contributing to the Improvement of Physicians’ and Nurses’ Satisfaction with Pharmacists’ Ward Pharmacy Services

Abstract

This study was conducted based on a questionnaire survey addressed to physicians and nurses, who were in direct contact with pharmacists on their wards, in order to explore and stratify the factors contributing to the improvement of physicians’ and nurses’ satisfaction with the pharmacists’ ward pharmacy services. The participants were physicians and nurses working in wards of Tokyo Teishin Hospital who had given their consent to participate. The questionnaire asked the pharmacists to respond to seven questions regarding their ward pharmaceutical services and their overall evaluation. The customer satisfaction (CS) analysis showed that, for physicians, the priority improvement areas were participation in discussion rounds and conferences and participation in team medicine; for nurses, in addition to these points, confirmation of prescription content and monitoring of drug effects and side effects were priority points. Factor analysis showed that three factors were extracted for physicians and two factors for nurses, and they were categorized into several clusters. The CS analysis showed that both physicians and nurses desired more active involvement of pharmacists in discussion rounds and team care, and different factors were extracted for physicians and nurses, suggesting that the evaluation of ward pharmacy services differed between occupations.