Good Dispensing Practices and User Satisfaction: Multidimensional Insights from Hospital Phar-maceutical Services; [Boas Práticas de Dispensação e Satisfação do Usuário: Evidências Multidimensionais em Serviços de Farmácia Hospitalar]

Noa-Yarasca L.; Sierra Córdova D.; Trujillo B.S.; Ramírez Roca E.G. · Revista Colombiana de Ciencias Quimico-Farmaceuticas (Colombia) (2026) · DOI: 10.15446/rcciquifa.v55n1.122606

Resumen

Background: The quality of pharmaceutical services depends not only on the effective implementation of Good Dispensing Practices (GDP) but also on users’ perceptions of satisfaction—two factors whose interaction has been insufficiently explored within hospital settings. Objective: This study examined the relationship between GDP and User Satisfaction (US) in a hospital pharmacy, assessing the validity of their theoretical dimensions and their perceptual interrelations. Materials and methods: A validated questionnaire was administered to 359 patients served at the outpatient pharmacy of the “Jesús Nazareno” Regional Hospital (Ayacucho, Peru), measuring GDP (17 items across five dimensions) and US (20 items across five dimensions). Results: Statistical analyses confirmed that participants could clearly distinguish the items and dimensions of both instruments, supporting their conceptual validity. Patterns of affinity and contrast among dimensions emerged, highlighting a strong association between technical aspects of GDP—particularly delivery and information, and preparation and selection—and the emotional and environmental facets of US, such as responsiveness, empathy, and tangibility. The first canonical function revealed a strong multivariate correlation (r = 0.83) between GDP and US, indicating substantial interdependence. Conclusion: These findings confirm that the technical and human dimensions of dispensing are interdependent and require integrated management to enhance pharmaceutical service quality. The results provide an empirical basis for designing strategic interventions to improve the efficiency, safety, and humanization of hospital pharmaceutical services. Copyright © Universidad Nacional de Colombia

Instituciones: Universidad Nacional Mayor de San Marcos; Universidad Nacional de San Cristóbal de Huamanga