Development, validation and application of a patient satisfaction score for a community pharmacy medicines management service.

Michela Tinelli, Alison Blenkinsopp, Christine Bond, on behalf of the Community Pharmacy Medicines Management Evaluation Team, Margaret Camilla Watson, Amanda Jane Lee

Research output: Contribution to journalArticlepeer-review

19 Citations (Scopus)


Objective To develop, validate and apply a scale to measure patient satisfaction in a randomised controlled trial of community pharmacy service.

Methods Published scales were reviewed to inform development of the patient satisfaction scale. Questionnaires were sent to patients in the control (n = 500) and intervention (n = 941) groups of a randomised controlled trial of community pharmacy-led management of coronary heart disease at baseline and 12-month follow-up. Any underlying main factors were assessed with exploratory factor analysis. Reliability and construct validity were tested. The 15-item scale was used to compare patient satisfaction across arms with their most recent pharmacy visit.

Results Response rates were 92% (461/500) for control and 96% (903/941) for intervention groups at baseline and 85% control (399/472) and intervention (810/941) at follow-up. At baseline satisfaction was very similar in the intervention and control groups (median scores of 42). At follow-up mean satisfaction had significantly improved for the intervention compared with the control (median scores of 46 compared with 43; P < 0.01); intervention females were more likely to be satisfied with the service than males (49 compared with 44; P < 0.01). Three main factors explained the majority of the data variance. Cronbach's alpha was 0.7–0.9 for both groups over time for all factors and total scale. An increase in the overall satisfaction corresponding to a decrease in subjects wanting that particular service to be provided during their next visit indicated construct validity of the scale.

Conclusion A new scale of patient satisfaction with community pharmacy services was developed and shown to be reliable and valid. Its application showed increased satisfaction in the intervention group receiving a new pharmacy service.
Original languageEnglish
Pages (from-to)144-155
Number of pages12
JournalInternational Journal of Pharmacy Practice
Issue number3
Early online date9 May 2011
Publication statusPublished - Jun 2011

Bibliographical note

The views expressed are those of the authors. We thank the patients and healthcare professionals who took part in the study. We also thank the PSNC and all the local project and local research co-ordinators who helped with the delivery of the service. We also thank the secretarial staff (Helen Robert-
son, Anne McAteer, Aileen Thompson, Margaret Ross) who helped with the project.

C. Bond had full access to all the data in the study and final responsibility for the decision to submit for publication.

The Community Pharmacy Medicines Management Evaluation Team consists of Christine Bond, Philip Hannaford, Mariesha Jaffray, Amanda J. Lee, Gladys McPherson, Anthony Scott, Michela Tinelli, Margaret Watson, Elizabeth Dinnie, Elizabeth Shirran (University of Aberdeen), Alison Blenkinsopp, Steve Chapman, Helen Hooper, Duncan Short (University of Keele), Claire Anderson, Anthony Avery, Paul Bissell, Stacey Sadler (University of Nottingham) and Janet Krska (College of Pharmacy Practice).


  • community pharmacist
  • medicines management
  • patient satisfaction


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