Assessment of Pharmaceutical Service Quality Provided in Community Drug Retail Outlets in Selected Towns, South West Ethiopia

Abstract

Background: Inappropriate pharmaceutical services may result in unsafe, ineffective, and poor-quality treatment. This practice ultimately will lead to prolonged illness, suffering and damage to the patient and an increase in the cost of treatment. This study aims to assess the activities of pharmacy professionals and the pharmaceutical service quality given in community drug retail outlets of selected towns, Southern Ethiopia. Methods: A cross-sectional study was conducted on all drug retail outlets working in Adola, Bule Hora, Dilla, and Yabelo towns, southern Ethiopia from October 1 to November 30, 2021, by interview through self-structured questionnaires and participant observations of the dispensing process. Results: A total of 46 (100%) dispensers participated. Out of which 18 (39.13%) respondents were from Dilla town, 11 (23.91%) were from Adola, 8 (17.39%) were from Bule Hora and 9 (19.57%) were from Yabelo town. Standard Reference Books 21 (45.7%) and Internet 20 (43.5%) were used as drug information sources by pharmacy professionals to get the latest facts about medicines. The leading causes of a dispensing error were incomplete prescription (54.34%) and illegible prescription (30.43%) from the prescriber. The errors were managed by communicating with patients (23, 50%), and prescribers (18, 39.13%). There was a high frequency of dispensing prescription drugs without prescription paper. Conclusion:The study revealed that less than half of the respondents use standard reference books and the internet as their drug information sources. Incomplete prescriptions from the prescribers were found to be the leading cause of dispensing errors. Dispensing of prescription drugs without receiving an order from a prescriber remains a common problem. Therefore, extensive work from regulatory authorities and pharmacy professionals is required to improve the quality of pharmaceutical services provided in drug retail outlets.

Availability of Dispensing and Storage Facilities at Public and Community Pharmacies at Bahir Dar and Gondar Towns

“…Our study facilities had a water supply availability in dispensing areas of 79.3%, which was similar to a study conducted in south-west Ethiopia, which found that more than half (82.6%) of community drug retail shops had portable water in dispensing rooms. 16 A study conducted in coastal Karnataka, India, found that the pharmacy had a drinking water point and a water tap with a hand washing station. 27 Improvements to ensure adequate water supply in pharmacy…”

“…15 Pharmacies should have all the necessary supplies, tools, and other resources to enable timely and accurate medication distribution as well as suitable storage to maintain medications of appropriate quality. 16 Proper handling and storage of medicines are essential, as inappropriate storage and insufficient protection from storage temperatures may necessitate retreatment for patients and cost extra expense. 17 In sites that had limited space, dispensing appeared chaotic as staff bumped into each other while going about tasks and could not queue items on counter tops for processing, which led to the mistaken use of medicines.…”

Pharmaceutical Care Within Community Pharmacies: Tools Availability and Pharmacists’ Views, Wad-Medani, Sudan

“… 41 A recently published study in Ethiopia showed that 46% of pharmacists use books, and 44% use the internet as information sources. 17 Well-designed and equipped counseling area with accessible information sources also requires organized and complete staff since pharmacists alone cannot provide adequate and satisfied professional PhC services.…”

“…Situational assessment and investigation of PhC services provision and professionals are vital in redesigning health systems to improve outcomes and service user satisfaction. 7,[17][18][19][20] PhC service models differ between countries. 21 PhC within CPs is vital for better medication use outcomes.…”