Patients’ Satisfaction with Outpatient Pharmacy Services at the University Teaching Hospital and Ndola Central Hospital in Zambia

Abstract

Background: Hospital pharmacy services offered at tertiary public hospitals in Zambia have yet to be evaluated from the perspective of the patients they serve. Main Objective: To determine patients' satisfaction with outpatient pharmacy services provided at University Teaching Hospital (UTH) and Ndola Central Hospital (NCH) in Zambia. Design: Cross-sectional descriptive study Setting: University Teaching Hospital and Ndola Central Hospital Participants: Randomly selected patients (N=150) (38% male, 62% female) that were accessing outpatient pharmacy services at both the UTH and NCH. Methodology: A semi-structured interviewer-administered questionnaire consisting closed and open ended questions was used to collect data. Descriptive statistical methods were used to analyze quantitative variables. Open-ended questions were grouped and thematically analyzed. Findings were presented in tables and charts. Results: Only 33% of the patients were satisfied with the pharmacy services whereas majority (61%) were slightly satisfied and 6% of the patients showing dissatisfaction. Comparatively, there was no significant difference in patient's rating of satisfaction with pharmacy services at the two hospitals (p>0.05). Obtaining prescribed drugs, adequacy of medication counselling, patients' age and gender were significantly associated (p<0.05) with patients' satisfaction with pharmacy services at the two hospitals. Non-availability and shortages of most prescribed medicines, lack of privacy and empathy when receiving medication information from the pharmacy personnel at the dispensary, and long waiting time were contributors to patients' dissatisfaction with the pharmacy services at the two hospitals. Conclusions: Majority of patients were only slightly satisfied with outpatient pharmacy services they accessed at UTH and NCH. There remains great need for hospital administrators and pharmacy personnel at the two highest public hospitals to further improve the pharmacy services by addressing the attendant service gaps identified so as to meet the expectations of patients they serve.

Magnitude of client satisfaction and its associated factors with outpatient pharmacy service at Dubti General Hospital, Afar, North East Ethiopia: A cross sectional study

“…In contrast to the present study, different studies showed that age, gender, marital status, level of education were associated with clients’ satisfaction [ 15 , 17 , 22 ]. The difference might be in part due to variation in study period, and sample size of the studies.…”

The Extent and Reasons for Dissatisfaction From Outpatients Provided With Pharmacy Services at Two Public Hospitals in Eastern Ethiopia

“…To consistently optimize satisfaction of patients for pharmacy services, it is indispensable to identify factors which could strongly predict its aspect of dissatisfaction at different cohorts of population. Published data have described levels of patient satisfaction in terms of whether or not a given healthcare service is meeting the expectations and desires of patients it serves but not exhaustively identify key areas of quality improvement in the healthcare facility ( Kalungia and Kamanga, 2016 ). Aspects such as persistent shortages or stock-outs of commonly prescribed drugs, long waiting times, and lack of privacy during medication counseling were highlighted as key areas for improvement of hospital pharmacy services ( USAID/SIAPS, 2014 ; Kalungia and Kamanga, 2016 ).…”

A literature review on the state of pharmacy education in Zambia

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