Assessment of patient satisfaction towards auditable pharmaceutical transactions and services implemented in outpatient hospital pharmacy in Ethiopia

Abstract

Background Patient satisfaction is a widely used indicator to measure quality of pharmacy services. Currently, a transformational pharmacy service called auditable pharmaceutical transactions and services is being implemented nationally in Ethiopia. However, there is a dearth of evidence regarding the national impact of this system on patient satisfaction. Objective To assess patient satisfaction in hospital pharmacies that have implemented auditable pharmaceutical transactions and services in Ethiopia. Method This is a national study conducted based on a cross-sectional study design. Data were collected using a structured questionnaire from September 5 to October 5, 2020. The collected data was analyzed using spreadsheet excel and Statistical Package for the Social Sciences (SPSS) version 23. The proportions, ratios, and percentages were used for presenting data. A binary logistic regression test was used to determine the association of patient satisfaction with dispensary infrastructure, medicines availability, scores of labeling, and scores of patient knowledge on dispensed medicines. A p value < 0.05 was considered statistically significant. Result A total of 650 participants were included in this study for whom a total of 1422 medicines were prescribed which gives an average of 2.19 medicine per patient. The availability of the prescribed medicines in the pharmacies was 1061 (75%), and the affordability of medicines was 1.93 WD that indicates an unaffordable price. The average written medication labels score of 3.1 out of 8 points and the average patient knowledge score for correct usage of medicines was 4.5 out of 6 points. Overall, 585 (90%) of patients reported being satisfied with pharmacy services; the counseling skill of pharmacists 609 (93.7%), and dispensing area 607 (93.4%) cited the most. The only significantly associated factor for satisfaction was the infrastructure of the pharmacy. Conclusion Overall satisfaction of patients with the auditable pharmaceutical transactions and services implemented in hospital pharmacy services was generally high. The participants were most satisfied with the pharmacist counseling and dispensary area. The medication availability is moderate but the cost is unaffordable. Advanced infrastructures have resulted in a significant improvement in patient satisfaction.

Outpatient’s Satisfaction Analysis of Pharmaceutical Service in Pharmacy Installation in Reksodiwiryo Hospital Padang

“…Factors located in quadrant B are considered Important and Expected as a supporting factor for customer satisfaction so that the management is obliged to ensure that the performance of the institution it manages can continue to maintain the achievements that have been achieved. In this study there are 13 attributes that are in quadrant B, namely 1, 3,4,8,10,12,16,17,18,19,22,24, and 25 (Figure 2). The attributes in quadrant B already have a high and above-average performance average.…”

“…The results of this study are not in line with research that states that the reliability dimension ranks third in the level of patient satisfaction. The first order of the highest level of satisfaction is the responsiveness dimension and the last order of the lowest level of satisfaction is the tangible dimension [24].…”

Clients’ knowledge and satisfaction with outpatient pharmacy services and associated factors at Felege Hiwot comprehensive specialized hospital, Ethiopia: A cross-sectional study

“…Patient satisfaction is one of the main components of quality of care and it is a quality indicator for measuring the quality of service given and used for quality control, quality assurance, and quality improvement activities in the healthcare system. 7 – 11 So, we can determine the performance of health care providers through patient satisfaction and know the quality of service delivered. Based on the findings of the assessment, quality improvement can be done on the service delivered.…”

An Assessment of Outpatient Satisfaction with Hospital Pharmacy Quality and Influential Factors in the Context of the COVID-19 Pandemic

“…As far as we know from the literature through preliminary searching the Pubmed database, there have been limited studies in Asia [ 15 , 16 , 17 ], and most have been conducted in Ethiopia [ 18 , 19 , 20 , 21 , 22 , 23 , 24 , 25 , 26 ]. According to the studies conducted in Ethiopia, nearly half of the patients were unsatisfied with the pharmaceutical care services in the specified hospitals [ 18 , 20 ], and the uncomfortable private counseling areas and waiting areas were negatively associated with patient satisfaction [ 19 ].…”

“…Moreover, there are not many studies that have used the SERVQUAL instrument in order to evaluate the performance of pharmaceutical services [ 27 ]. Most papers evaluating the patient perceptions of pharmacy service used questionnaires that they designed themselves [ 15 , 16 , 19 , 22 , 24 , 25 ]. The studies using SERVQUAL in medical services focused on physician performance or hospital performance, not on pharmacy services [ 27 , 28 , 29 , 30 ].…”