Assessment of Patient Satisfaction with Pharmaceutical Services in Community Pharmacies in Bayelsa State South- South of Nigeria

Peter, Owonaro A

doi:10.19080/gjpps.2017.02.555589

Cited by 2 publications

(4 citation statements)

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“…It is common to see patients worried about where to find the unavailable medication. This is also the case with other studies [ 13 , 15 ].…”

Section: Discussionsupporting

confidence: 89%

“…Worldwide, various studies have been performed to assess patient satisfaction with community Pharmacies service [7][8][9][10][11].While this measure becomes a key marker in developed countries, interest in the evaluation of patient satisfaction is growing in developing countries to evaluate community pharmaceutical service [12][13][14][15].…”

Section: Introductionmentioning

confidence: 99%

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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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“…It is common to see patients worried about where to find the unavailable medication. This is also the case with other studies [ 13 , 15 ].…”

Section: Discussionsupporting

confidence: 89%

Section: Introductionmentioning

confidence: 99%

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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“…Several studies have also found that education level is a significant factor. 3,6,34,40 Customers with the university level of education were less likely to be satisfied than customers with education levels below (AOR = 0.7; 95% CI = 0.5-0.9), which was in accordance with the finding of the previous study. 3 Customers with no formal education had a high level of satisfaction due to their lack of knowledge about typical pharmacy services.…”

Section: Determinant Of Satisfaction With Pharmacy Services In Commun...supporting

confidence: 89%

“…Several similar studies have found the same thing that there is no relationship between gender and the level of patient satisfaction. 34,35 The group of customers older than 50 years was 1.2 times (AOR = 1.2; 95% CI = 1.1-2.1) more likely to be satisfied than those under 30 years. Previous research has shown that older customers tend to be more content with pharmaceutical services.…”

Section: Determinant Of Satisfaction With Pharmacy Services In Commun...mentioning

confidence: 97%

Customer Satisfaction with Community Pharmacy Services and Its Determinant in Indonesia: A Cross-sectional Survey

Yuliani,

Muin,

Farrukh

et al. 2024

J. Manaj. dan Pelayanan Farm.

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Background: Assessing customer satisfaction and its determinants are important for evaluating the quality of pharmaceutical services and identifying areas for improvement.Objectives: This study aims to evaluate the level of customer satisfaction and identify key factors associated with it.Methods: A cross-sectional study was conducted in 10 pharmacies located in Yogyakarta, Surakarta, and Magelang cities, involving a total of 1,200 customers. Data was collected using a validated patient satisfaction questionnaire from previous study and analyzed using SPSS 20 software. It was interviewed questionnaire that consists of three domains: sociodemographic characteristics, patient satisfaction, and opinions on service improvement in the community pharmacies. The inclusion criteria were customer who received services at community pharmacies between July and August 2021. Customers who were sick and unable to participate in an interview were eliminated from the study. Results: The average overall satisfaction score obtained was 3.46 (SD ±0.34). The average customer satisfaction scores were as follows: facilities (3.92 ± 0.45), waiting time (3.76 ± 0.59), medicine stocks (3.54 ± 0.61), staff availability (3.25 ± 0.53), and counseling hours (3.18 ± 0.54).Conclusion: Overall, customers are quite satisfied with the community pharmacy services. There is a relationship between age, residence, education level, type of medicine, payment method, and experience in using pharmacy with customer satisfaction level. Community pharmacists should prioritize improving service quality by focusing on enhancing customer counseling and pharmacists’ skills in communication.

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Assessment of Patient Satisfaction with Pharmaceutical Services in Community Pharmacies in Bayelsa State South- South of Nigeria

Cited by 2 publications

References 0 publications

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

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

Customer Satisfaction with Community Pharmacy Services and Its Determinant in Indonesia: A Cross-sectional Survey

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