Patient satisfaction with clinical pharmacy services and the affecting factors: a literature review

Abstract

Service quality is measured to assess the consistency of medical services provided to fulfill patient expectations. This article provides an overview of patient satisfaction with clinical pharmacy services and the influencing factors. A literature search from MEDLINE and EBSCO databases was performed with the keywords “patient satisfaction”, “pharmacy service”, “hospital pharmacy service”, and “clinical pharmacy service”. The inclusion criteria for articles are original articles, full papers, articles in English, and published in 2011–2021. A total of 25 articles from 1,118 articles discussed patient satisfaction with clinical pharmacy services such as counseling, drug therapy monitoring, patient support programs, and pharmaceutical care. Generally, patients are satisfied with clinical pharmacy services such as counseling, drug therapy monitoring, patient support programs, and pharmaceutical care. The most influencing factors with clinical pharmacy services are the quality, convenience, ease of information, and confidence in pharmacist competence. Pharmacists should equip themselves with the appropriate knowledge and competencies in clinical pharmacy services for benefits their patients.

Recommendations for wider adoption of clinical pharmacy in Central and Eastern Europe in order to optimise pharmacotherapy and improve patient outcomes

“…However, it is entirely feasible to adapt such work to local systems. There is already an evidence base demonstrating that CPS are beneficial in multiple aspects such as optimized drug utilization and overall hospitalization costs ( McMullin et al, 1999 ; Reardon et al, 2015 ; Rychlickova et al, 2016 ), increased drug safety ( Anderson and Schumock, 2009 ; Simoens et al, 2011 ), improved medication adherence ( Schulz et al, 2019 ; McCarthy and Thomas Bateman, 2022 ), reduced hospital admissions ( Scullin et al, 2007 ; Gillespie et al, 2009 ), reduced length of hospital stay ( Scullin et al, 2007 ), reduced outpatient healthcare utilization and costs ( Byrne and Dalton, 2017 ), higher patient satisfaction ( Yuliandani et al, 2022 ) and positive feedback from other healthcare professionals ( Chevalier et al, 2016 ). Nevertheless, research on the theory and practice of CPS in CEE countries is still of value, as this may help to benchmark available solutions, prioritizing the best ones, and their wider implementation.…”

Types and outcomes of pharmacist-managed travel health services: A systematic review

“…However, future studies could develop a more standardized scale that measures travelers' satisfaction with pharmacy-managed travel services and comprehensively addresses all dimensions and aspects of the service. Several studies have also reported high patient satisfaction with pharmacist-delivered pharmaceutical care services [45][46][47][48][49]. In addition, a study by Ekenga et al from the US revealed that 91.8% of the public perceived community pharmacists as healthcare providers [50].…”

Direct Clinical Pharmacist-Patient Telephone Follow-Up: A Focus on GI Medical Oncology Symptom Management

“…[17][18][19][20][21][22] Pharmacist-directed care has been shown to improve patients' quality of life and AEs, and improve patient satisfaction, care team member satisfaction, and adherence. [18][19][20][23][24][25][26][27] At The University of Texas MD Anderson Cancer Center, 11 clinical pharmacy specialists (CPSs) are dedicated to the GI medical oncology center and are credentialed for drug therapy management delegation under the physician staff. These CPSs hold certification in oncology through the Board of Pharmacy Specialists.…”