Abstract
ABSTRACTOBJECTIVE 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.
Highlights
The evaluation of policies and programs is essential in public health, because it contributes to the efforts towards a healthier society and avoids wasting resources with inefficient programs[9,24]
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
When evaluating the effects of a health policy in the services performance and in the general health status of a population, it is necessary to appreciate the synergy between the determinants associated with the health policy, the health services, and the state of health and needs of a population[9,10,19,25]
Summary
PNAUM is a cross-sectional, exploratory, and evaluative study, consisting of a survey on a representative sample of primary health care services of cities from the Brazilian regions. Box. Questions considered in the analysis of patient satisfaction with pharmaceutical services in the primary health care, according to aspects and sub-aspects, and categorization for the item response theory model. The resulting assotiations were tested and categorized through the Pearson’s Chi-square test, with the following independent variables: sex, age range, marital status, skin color, education, economic classification according to the Associação Brasileira de Empresas de Pesquisa (ABEP – Brazilian Association of Research Enterprisesa), region of residence, having health insurance, patient of SUS, number of hospitalizations in the past 12 months, number of emergency services required in the past 12 months, self-perception of health, number of chronic diseases, limitations due to diseases, pain and discomfort, anxiety and depression, and number of medicines used.
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