Table 4.

Response Types on Survey Item Level

	% Negative	% Neutral	% Positive
1. Patient Counseling
B2. We encourage patients to talk to pharmacists about their medications	1	6	93
B7. Our pharmacists spend enough time talking to patients about how to use their medications	4	13	83
B11. Our pharmacists tell patients important information about their new prescriptions	1	2	97
2. Communication Openness
B1. Staff ideas and suggestions are valued in this pharmacy	7	25	68
B5. Staff feel comfortable asking questions when they are unsure about something	1	8	91
B10. It is easy for staff to speak up to their supervisor/ manager about patient safety concerns in this pharmacy	11	16	73
3. Overall Perceptions of Patient Safety
C3. This pharmacy places more emphasis on sales than on patient safety**	16	15	69
C6. This pharmacy is good at preventing mistakes	5	18	77
C9. The way we do things in this pharmacy reflects a strong focus on patient safety	7	16	77
4. Organizational Learning-Continuous Improvement
C2. When a mistake happens, we try to figure out what problems in the work process led to the mistake	7	11	82
C5. When the same mistake keeps happening, we change the way we do things	7	15	78
C10. Mistakes have led to positive changes in this pharmacy	7	24	69
5. Teamwork
A2. Staff treat each other with respect	6	7	87
A4. Staff in this pharmacy clearly understand their roles and responsibilities	7	8	85
A9. Staff work together as an effective team	6	10	84
6. Communication About Prescriptions Across Shifts
B4. We have clear expectations about exchanging important prescription information across shifts	5	16	79
B6. We have standard procedures for communicating prescription information across shifts	16	20	64
B14. The status of problematic prescriptions is well communicated across shifts	5	17	78
7. Communication About Mistakes
B8. Staff in this pharmacy discuss mistakes	8	19	73
B13. When patient safety issues occur in this pharmacy, staff discuss them	8	18	74
B15. In this pharmacy, we talk about ways to prevent mistakes from happening again	9	25	66
8. Response to Mistakes
C1. Staff are treated fairly when they make mistakes	4	9	87
C4. This pharmacy helps staff learn from their mistakes rather than punishing them	7	13	80
C7. We look at staff actions and the way we do things to understand why mistakes happen in this pharmacy	8	13	79
C8. Staff feel like their mistakes are held against them**	12	19	69
9. Staff Training and Skills
A3. Technicians in this pharmacy receive the training they need to do their jobs	11	11	78
A6. Staff in this pharmacy have the skills they need to do their jobs well	8	7	85
A8. Staff who are new to this pharmacy receive adequate orientation	20	18	62
A10. Staff get enough training from this pharmacy	16	13	71
10. Physical Space and Environment
A1. This pharmacy is well organized	6	7	87
A5. This pharmacy is free of clutter	21	15	64
A7. The physical layout of this pharmacy supports good workflow	19	12	69
11. Staffing, Work Pressure, and Pace
B3. Staff take adequate breaks during their shifts	24	27	49
B9. We feel rushed when processing prescriptions**	31	57	12
B12. We have enough staff to handle the workload	12	21	67
B16. Interruptions/distractions in this pharmacy (from phone calls, faxes, customers, etc.) make it difficult for staff to work accurately**	19	60	21

^*Percent negative responses are calculated by combining “strongly disagree” and “disagree” or “never” and “rarely” response categories. Percent neutral responses represent “neither agree nor disagree” or “sometimes” response categories. Percent positive responses are calculated by combining “strongly agree” and “agree” or “always” and “most of the time” response categories.”

^**Negatively worded questions. For negatively worded items, percent positive response is based on those who responded “strongly disagree” or “disagree” or “never” or “rarely,” depending on the response category used for that particular item.

A1 to A10, B1 to B16, and C1 to C8 correspond to AHRQ survey items.¹⁷