Response-Oriented Patient Evaluation Survey (ROPES): An Administrator's Tool for Identifying- Opportunities for Service Quality Improvement

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Abstract
The objective was to develop a survey to identify deficiencies in pharmacy service quality from the patient viewpoint. Qualitative methodology was used to identify the dimensions of pharmacy service used by patients who were members of a managed care organization and had utilized pharmacy services within the previous three months. The Response Oriented Patient Evaluation Survey (ROPES) used is an action-oriented instrument intended to help pharmacy administrators identify the strengths and weaknesses of their programs. The ROPES was developed through patient and pharmacy administrator interviews to determine the specific aspects of service that require attention or contribute to patient satisfaction. The unique feature of ROPES is a "bothered" scale, which evaluates quality from the patient's perspective. ROPES can be used to evaluate and identify opportunities for quality improvement in pharmacy services. Pharmacists, problem solving, access, written information, and wait time were the domains of pharmacy service identified as important by patients. Cronbach's Alpha and factor analysis were used to demonstrate instrument reliability. The instrument also had convergent validity with other self-reported quality measures. A composite ROPES score was computed for each of the identified service domains, which identified access issues as an area for quality improvement for pharmacy managers. Finally, the analysis identified pharmacist' access, and wait time as important drivers of patient satisfaction.

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