Development and validation of an instrument to measure patient satisfaction with pharmacy services of Red Crescent society

Background: This research aimed to develop and validate the questionnaire in order to measure patients’ satisfaction with pharmacy services of Red Crescent society. Methods: This study was standardisation. In this study, about ۳۳۰ people who referred to pharmacy of Red Crescent society of Shiraz Township were selected and studied by using purposive sampling in winter ۲۰۱۱. The reliability was assessed by internal-consistency method (Cronbach's alpha and split-half coefficient) and by content and construct validity (factors analysis) validity was measured. Data was analyzed by using SPSS. Findings: The results of internal consistency indicated that alpha coefficient and split-half for the total factors were ۰/۸۸ and ۰/۷۳; and alpha coefficient for the three factors of 'interpersonal aspects','services quality' and 'ambience' was ۰/۹۲, ۰/۷۵, ۰/۷۱ respectively. The values of face and content validity were appropriate. The result of factors analysis (with varimax rotation) indicated that three factors explained questionnaire variance (%۶۲/۲۳). Conclusion: The mentioned questionnaire had an appropriate validity and desired reliability in order to evaluate the quality of services in pharmacy of Red Crescent society.

Keywords:

patients’ satisfaction , pharmacy , Red Crescent society , standardization , رضایت مراجعه کننده , داروخانه , جمعیت هلال احمر , هنجاریابی.