An elderly, urban population: Their experiences and expectations of pharmaceutical services in community pharmacies

Rensburg, Alta Janse van; Kotze, Irma; Lubbe, Martie S.; Cockeran, Marike

doi:10.4102/hsag.v22i0.1013

Cited by 1 publication

(1 citation statement)

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“…This significant finding could be due to two-third of our patients being in the middle age group and older. These older patients are more vulnerable and have higher expectations of care to service their medicine-related needs due to more chronic diseases compared to the younger generation [ 25 ]. This previous study also concluded that the expectations of their elderly population on pharmacy services was not met in terms of discussion on the other medicine on their chronic medicine and issues of medicines left from previous visits.…”

Section: Discussionmentioning

confidence: 99%

Factors associated with patient satisfaction towards pharmacy services among out-patients attending public health clinics: Questionnaire development and its application

2020

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Introduction Patient satisfaction is widely used to measure quality of healthcare by identifying potential areas for improvement. Aim of study is to assess patient satisfaction towards pharmacy services and its associated factors using newly developed questionnaire among outpatients attending public health clinics. Materials and methods Public Health Clinic Patient Satisfaction Questionnaire (PHC-PSQ) towards pharmacy services was developed using exploratory factor analysis and Cronbach’s α. A cross-sectional study was conducted among 400 patients visiting the pharmacy in three randomly selected public health clinics recruited via systematic random sampling. Data was collected using a set of questionnaire including PHC-PSQ. Factors associated with patient satisfaction was analysed using multiple linear regression. Results Final PHC-PSQ consisted of three domains (administrative competency, technical competency and convenience of location) and 22 items with 69.9% total variance explained. Cronbach's α for total items was 0.96. Total mean score for patient satisfaction was 7.56 (SD 1.32). Older age and higher education were associated with lower patient satisfaction mean score. Patients who had visited the pharmacy more than once in the past three months, perceived to be in better health status and had a more correct general knowledge of pharmacists expressed higher patient satisfaction mean score. Conclusions PHC-PSQ is a newly developedtool to measure patient satisfaction towards pharmacy services in public health clinics in Malaysia. Patient satisfaction was relatively high. Age, education, frequency of visit, self-perceived health status and general knowledge of pharmacists were factors significantly associated with patient satisfaction.

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Section: Discussionmentioning

confidence: 99%