Satisfaction of clients with the services of an outpatient pharmacy at a university hospital in northwestern Ethiopia: a cross-sectional study

Abstract

BackgroundEvaluation of patient/client satisfaction with pharmacy services as a crucial part of the health services through appropriate studies is important. This will help identify specific areas of the service which need improvement in realizing high quality pharmacy services in general and enhance the positive changes in the current pharmaceutical services provision in Ethiopia. The current study aimed at assessing the level of client satisfaction with the services of the outpatient pharmacy of Gondar University Referral Hospital (GURH) in northwestern Ethiopia.MethodsAn institution-based cross-sectional study was conducted involving 400 clients who had prescriptions/orders filled at the outpatient pharmacy of the hospital during the period of 5th to 25th of November 2013. The data on the level of satisfaction of clients with the services of the outpatient pharmacy in the hospital was collected using a structured interview guide adopted from an instrument translated into Amharic and validated. The data collected was entered into and analyzed using Statistical Packages for Social Sciences (SPSS) version 16.ResultsThe overall mean score the respondents gave to satisfaction with the pharmaceutical services was 2.48 out of a maximum of 5.00 score. The mean scores for all the individual parameters rated were less than 3.00. Maximum mean scores were given for parameters asking about the promptness of prescription medication service (2.99), and professionalism of the pharmacy staff (2.96) with the lowest being scored for information given to clients about the storage of medication (1.25), and explanations of possible side effects (1.27). Clients who were served free of fee recorded significantly higher level of satisfaction than those who paid. Higher levels of satisfaction were also reported among illiterates, older adults and those with no job compared to those with higher education, merchants and government employees.ConclusionsThis study showed that the overall mean satisfaction level of clients of the outpatient pharmacy was low and it differed among different socio-demographic characteristics. Further research in to the reasons behind the low satisfaction should be done to provide appropriate solutions to improve the service.

Patient satisfaction of pharmaceutical care of primary care centers at Ministry of Health in Saudi Arabia

“…[26,27] The primary care center pharmacy normally dispenses very simple medications; it does not take much time to prepare or dispense like hospitals, some hospital pharmacies do not have a waiting area, this may lead patient un-satisfy with pharmacy services. In Medication Availability domain our results within range results of community pharmacies international studies [2][3][4][5][6][7][8][9][10][11] and better than results of hospital pharmacies studies by Surur AS et al [19] and rage results of community pharmacies national and Gulf region studies. [26,27] The number of medications at hospital pharmacies is huge list reach to sometimes more than 800 items, it does not look like primary care medication not exceeding more 120 items, maybe it is easier to follow up the medication availabilities than hospitals.…”

“…[20][21][22][23][24][25] It was near to results range of community pharmacies in other countries [2][3][4][5][6][7][8][9][10][11] and community pharmacies with special program international studies. [13][14][15][16] It was better than range results hospital pharmacies international studies by Surur AS et al, [19] and community and hospital pharmacies national and Gulf region studies. [26][27][28][29] Although there is no structured patient medication education program during that study period, the patients feel very good about receiving instructions from the pharmacist and proper counseling.…”

“…In Pharmacy location domain results within range results of community pharmacies international studies [2][3][4][5][6][7][8][9][10][11] and better than results of hospital pharmacies study conducted by Surur AS et al [19] and range results of community pharmacies national and Gulf region studies. [26,27] Most hospitals the pharmacy located at basement while at primary care center located near the clinics and some community pharmacies at our region found in not good position.…”

“…[2][3][4][5][6][7][8][9][10][11] The results from hospital pharmacies studies by Surur AS et al [19] Also, results from hospital pharmacies with special program international studies. [20][21][22][23][24][25] It was better than results range of community pharmacies with special program international studies.…”

“…[1] Most of the previous literature around the world studied general patient satisfaction at community pharmacies, [2][3][4][5][6][7][8][9][10][11][12] some literature discussed patient satisfaction measurement with an emphasis of special clinical pharmacy program at community pharmacies. [13][14][15][16] Other studies addressed patient satisfaction at hospital pharmacies, [17][18][19] and some literature emphasized on specialized clinical pharmacy program at the hospital. [20][21][22][23][24][25] In Saudi Arabia and the United Arab Emirates, few studies had been conducted at community pharmacies or hospital pharmacies as showed in Table 1.…”