Pharmaceutical Care Service at Primary Health Care Centers: An Insight on Patient Satisfaction

Abstract

Background. Patient’s health care experiences and satisfaction are frequently used as a healthcare quality indicator. Aim. The study aims to evaluate the level of patient satisfaction with the pharmacy services provided at the Primary Health Care Corporation’s (PHCC) pharmacies in Qatar. Methods. This study is a cross-sectional survey conducted in December of 2019. The study’s setting is the Primary Health Care centers’ pharmacies. All adult patients (≥18 years old) with mobile phone numbers documented on file who had their prescription orders filled at the PHCC’s pharmacy units in 2019 were included in the study. Descriptive and inferential statistical methods were used to present the findings. The significance level was set at the alpha level of 0.05. Results. The usable responses were 9,564 from the total participants. Around 55.2% (N = 5,283) were males, 56.5% (N = 5,405) were in the age group (25–40), 19.2% (N = 1,837) were Qatari nationals, 39.7% (N = 3,801) had their medication dispensed in the Central Region of the State of Qatar, and 72.8% (N = 6,964) had at least undergraduate or higher degrees. The overall mean (SD) satisfaction score was (3.24 ± 0.629). Participants were less satisfied with their pharmacist’s communication, especially offering information about medication’s side effects (2.61 ± 1.2) and general health counselling (2.39 ± 1.2). Respondents were also less satisfied with waiting time (3.02 ± 1.3). Waiting time, gender, age, nationality, geographical region of the pharmacy, educational level, and familiarity with the PHCC were significantly associated with satisfaction level. Conclusion. The patients were reasonably satisfied, and the satisfaction level differed among different sociodemographic groups. Based on the public’s needs and expectations, pharmacists need to continuously improve their effort to enhance the healthcare quality in the organization.

Patient satisfaction of primary care services in Gulf Cooperation Council Countries: A scoping review

“…This is usually reflected through proper communication, patient‐centered decision‐making, and interpersonal style 40 . Good Communication skills were significantly related to high PS scores 13,20,22–24,26,27,29–32,34,36,38,39,41,42 . Patients' trust in the PC health provider to discuss private psychological health issues was found to positively affect their level of satisfaction 28,30,33 .…”

“…Most of the older population were satisfied, 21,26,27,30,32,36,38,41 which they reported for physicians' rapport, 38 pharmacy services, 36 and the implementation of EMR 21 . However, a study showed dissatisfaction with physicians' services 29 .…”

“…As per education, several studies linked satisfaction to education level 21,25–27,29,30,33–36,38,41,45 . Some studies linked higher satisfaction with PC services 34 and recognized the importance of continuity of care 35 .…”

“…Three studies mentioned the effect of nationality on satisfaction 15,36,39 . One study showed that satisfaction is higher among nationals, 39 and another showed that satisfaction is also higher among nationals, but the difference was not statistically significant 36 …”

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

“…Literature suggested that the development of communication skills should start at the undergraduate level and continue through the whole career of the dispensers. 35 The pharmacy schools and other training institutions in the country should allocate enough training time on dispensing practices and communication skills. In addition, dispensers should get on-the-job training through continuous professional development.…”