Customer Satisfaction of Pharmacy Services of Tertiary Care Hospital: A Review

Abstract

Purpose: One of the key elements in ensuring the global standard of healthcare is customer satisfaction. Hospitals take customer happiness very seriously and often update their services based on their patients' satisfaction. Hospitals are one setting where pharmacy services are particularly vital since they significantly impact the general standard of treatment. A pharmacy department can provide a wide range of services, including dispensing and distributing medications, compounding, instruction use review, adverse drug reaction monitoring, and providing evidence on drugs. High customer satisfaction may be an indication of effective pharmacist performance, which anticipates having a favourable impact on the standard of medical care. The purpose of the study is to review customer satisfaction with pharmacy services at tertiary healthcare centres and make recommendations for improvement. Design/Methodology/Approach: The research article used review papers, textual analysis of their keywords, and abstracts to identify areas that required further investigation. These review articles are from national and international journals. Secondary data is collected from educational websites and publications. Research sources like Google Scholar, doctoral theses, Research Gate, academia, and Shodhganga are used to identify the research gap. ABCD analysis highlights the key aspects of the research. Qualitative research is conducted using the keywords "customer satisfaction, pharmacy services, pharmacist, customer experience, pharmaceuticals, and "health care in online articles, journals, publications, and a variety of linked portals. Findings/Result: There have been various studies on consumer satisfaction with pharmaceutical services, but there has been little study on the particular components that contribute to satisfaction among customers. The majority of the literature research indicated looking into customer satisfaction levels with pharmacy services, with a focus on elderly patients, first-time visitors, and medication counselling for patients, specifically the absence of pharmacist-patient interactions and medication availability. Originality/Value: This article is a review paper on customer gratification affecting pharmacy at large academic institutions. The research augments the value of the growing literature on customer satisfaction in this field. Paper Type: Review Paper.