[Quality perceived by outpatients at the pharmaceutical care clinic].

Objective: To know the satisfaction degree manifested by outpatients presenting in the hospital pharmacy department pharmaceutical care clinic, and to identify organizational improvement items.

Method: A survey with 8 close-ended questions and 1 open-ended question was designed where patients recorded their suggestions or comments on the service provided. A sample size of 591 surveys was estimated, which allowed to estimate parameters of interest with a 95% confidence interval and a +/- 5% accuracy, adjusting by a 40% potential losses percentage.

Results: Overall response rate was 70%; 23.6% of patients considered that finding the PD was difficult or very difficult. Waiting time was normal for 51.8%, but long or excessive for 18.4% of patients. Fifty-six percent of individuals considered the information received useful or very useful, and 81.1% considered that staff friendliness was good or very good. Care timetable was inadequate for 18.1%; 47.7% pointed out that the attending pharmacist did not identify him or herself. Overall satisfaction extent was 7.51 (of 10). A plan for improvement activities was designed and implemented regarding: care timetable, pharmacy department signaling, and general information on clinic matters.

Conclusions: The survey allowed to identify organizational weaknesses. Overall score was very satisfactory, yet improvable. Future surveys are required for result comparisons and continual improvement assessment.