Perceived Service Quality and Patient Satisfaction at Pharmacy Department in Yogyakarta, Indonesia

Saraswati, Made Sri; Kristina, Susi Ari; Zulkarnain, Abdul Karim

doi:10.22159/ijpps.2018v10i2.22018

Cited by 7 publications

(5 citation statements)

References 9 publications

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“…This is because the patients' expectation is higher than their perception. Similar results are shown in a study conducted in Yogyakarta that reported negative gap scores in all dimensions of pharmaceutical care services [20]. The lowest gap scores for primary-level health facilities are on drug information and patient counseling and monitoring, whereas the lowest gap scores for secondary-level health facilities are on prescription screening and waiting time.…”

supporting

confidence: 86%

Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system

Larasanty

Cahyadi

Sudarni

et al. 2019

JHR

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Purpose-The purpose of this paper is to determine patient expectation and perception of pharmaceutical care services in order to measure the level of patient satisfaction provided by Indonesia's health coverage (IHC) system. Design/methodology/approach-A patient satisfaction survey was conducted at primary-level and secondary-level health facilities operating under IHC system. The assessment was performed using a closed-ended questionnaire that had been tested for validity and reliability. The patients' point of view was evaluated based on their expectation and perception of six dimensions of the pharmaceutical care services they had received. Patient satisfaction was calculated based on the gap between their expectation and their perception. Findings-A total of 602 patients participated in this research. The levels of the patients' expectation of the pharmaceutical care services provided at primary-level health facilities range from high (3.39) to very high (3.54), whereas at secondary-level health facilities, the range was from low (2.04) to very high (3.75). This indicates that patients have a higher expectation of the provided pharmaceutical care services compared to the actual experience of the healthcare services that they received, resulting in a low value in the measurement of patient satisfaction levels. Originality/value-The high level of patient expectation is an opportunity for pharmacists at both primary-level and secondary-level health facilities to continue developing pharmaceutical care services. Improving drug information service, patient counseling and reducing patient waiting time can be good ways to increase patient satisfaction within pharmaceutical care services.

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supporting

confidence: 86%

Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system

Larasanty

Cahyadi

Sudarni

et al. 2019

JHR

View full text Add to dashboard Cite

show abstract

“…That could be also the reason for patient dissatisfaction with the price of medication. This is also the case with other studies done in Pakistan where free or lower cost medication increased patient satisfaction [15].Unlike the present study, different studies showed that age, gender, marital status, level of education were associated with clients' satisfaction [15,29,30]. The difference might be in part due to difference in studied facilities.…”

Section: Discussionsupporting

confidence: 61%

Patient satisfaction and associated factor at red cross pharmacies in Addis Ababa, Ethiopia

Habte,

Gedamu,

Kassaw

2023

BMC Health Serv Res

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Background Patient satisfaction is a crucial aspect of healthcare, reflecting the positive feelings patients experience when using a service. It serves as an indicator of the gap between expected and actual service quality from the patient's perspective. Measuring patient satisfaction is recommended for healthcare providers at all levels as it contributes to improvement efforts. In recent times, pharmacy services have evolved beyond merely supplying medications to becoming more patient-centered and caring. Given the high number of patients relying on the limited Red Cross community pharmacies in the city, this study aims to assess patient satisfaction and identify factors associated with patient satisfaction towards Red Cross Pharmacies in Addis Ababa, Ethiopia. Patients and methods Cross sectional study design was conducted from August 15 to August 30, 2022 in three Red Cross Pharmacies in Addis Ababa. Patients were selected by Convenience sampling technique. Structured questionnaire was used to assess patient satisfaction. Bivariate and Multivariate logistic regression were computed to assess statistical association between the outcome variable, and independent variables. SPSS version 21 was used for analysis. Results Four hundred seven participants were willing and completed the study. The overall satisfaction towards Red Cross pharmacy service was 60.4%. Inadequate counselling was main reason for dissatisfaction (45%). Regarding associated factors, unavailability of some medications (Adjusted odds ratio = 0.393, 95% CI: 0.208–0.741), unfair medication cost (Adjusted odds ratio = 0.613, 95% CI: 0.607–0.910), and lack of organized pharmacy work flow (Adjusted odds ratio = 0.105, 95% CI: 0.049–0.221) were negatively associated with clients’ satisfaction. Conclusion This study provides significant insights into patient satisfaction with Red Cross pharmacy services in Addis Ababa, Ethiopia, revealing an overall patient satisfaction rate of 60.4%. While a substantial number of patients had positive experiences, dissatisfaction due to inadequate counseling was a notable concern. Factors negatively associated with patient satisfaction, including medication unavailability, unfair cost, and a lack of organized workflow, further highlight the need for targeted interventions to improve patient experiences. Addressing these issues will be critical to enhance pharmaceutical care services and bridge the gap between patient needs and satisfaction.

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“…Treatment experiences turn to be frustrating when faced with unexpected treatment cost, the occurrence of side effects from medication, confusing drug information, inconvenient pharmacy hours, lack of social/emotional support, unfriendly health-care professionals, difficult payment/reimbursement, and long wait times. Furthermore, patients' satisfaction as seen by the patient is critically important in formulating efficient to health-care delivery systems [27]. Hence, patientcentrism [28] becomes a core concept in the health-care industry, and in such a philosophy, doctors play a significant role.…”

Section: Observations From Previous Studiesmentioning

confidence: 99%

Patient Centeredness in Health Care: Perspectives From an Empirical Investigation

Rejikumar

2018

Asian J Pharm Clin Res

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Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

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Perceived Service Quality and Patient Satisfaction at Pharmacy Department in Yogyakarta, Indonesia

Cited by 7 publications

References 9 publications

Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system

Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system

Patient satisfaction and associated factor at red cross pharmacies in Addis Ababa, Ethiopia

Patient Centeredness in Health Care: Perspectives From an Empirical Investigation

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