Factors Influencing Patient Satisfaction with Pharmacy Services: An Empirical Investigation at King Fahd Armed Forces Hospital, Saudi Arabia

Abstract

The current research investigates the factors influencing patient satisfaction with pharmacy services at King Fahd Armed Forces Hospital (KFAFH). This research proposes and tests a three-factor model that influence patient satisfaction. These factors include accessibility, availability of medications, and pharmacy staff attitude as independent variables, while the dependent variable is patient satisfaction. In order to explore this issue, a quantitative method was used in the form of a questionnaire issued in KFAFH in Jeddah city in Saudi Arabia. The research targeted 333 patients as a representative sample, rather than the whole population. A random sample was used to choose the participants in this research. The research retrieved 290 valid questionnaires, which represented a reponse rate of 87%. The results confirm significant differences in the influence of these factors on patient satisfaction. The research concludes that there are significant influences from accessibility and availability of pharmacy services, whereas there is no significant influence of staff attitudes on patient satisfaction. The research recommends improving the accessibility and availability of medication regularly and continuously. It is also recommended that pharmacy services should conduct training courses to improve staff skills and attitudes to deal with patients.

Patient Satisfaction Towards Outpatient Pharmacy Services and Associated Factors at Dessie Town Public Hospitals, South Wollo, North-East Ethiopia

“…9 Many factors affect patient satisfaction in pharmacy service including; socio-demographic variables (age, sex, marital status, and race), waiting time, health status, and the patient's expectations, pharmacy location, availabilities of medication, and cost. 6,[10][11][12][13][14][15] Consequently, patient satisfaction has been categorized as an important humanistic outcome measure in pharmacy service. 16 The new role of the pharmacist has evolved from the traditional activity of dispensing medications to broader responsibilities of pharmacy service, but pharmacy service requires a much more intimate and intensive relationship between the pharmacist and patient than simple pharmacy dispensing.…”

“…Satisfaction data play a significant role in the strategy and health-care providers use in delivering services for patients. 11 Additionally, measurement of patient satisfaction is increasingly playing a fundamental role in the trust-based relationship between patients and health-care providers. It is also viewed as an established indicator of the quality of care.…”

Satisfaction among patients and caregivers receiving value-added services during the Covid-19 pandemic outbreak in a tertiary hospital in the Perak state of Malaysia

“…Respondents expect pharmacy staff to be more polite and courteous. Evidence showed that pharmacist attitude is positively correlated with patients' satisfaction visiting pharmacy department of public hospitals [41][42][43]. The patients receiving pharmaceutical care service would expect the pharmacy personnel to be pleasant and courteous [42], and show good attitude to them [44].…”

Satisfaction among patients and caregivers receiving value-added services during the COVID-19 pandemic outbreak in a tertiary hospital in the Perak state of Malaysia

“…Evidence showed that pharmacist attitude is positively correlated with patient satisfaction visiting pharmacy department of public hospitals. [34][35][36] The patients receiving pharmaceutical care service would expect the pharmacy personnel to be pleasant and courteous, [35] and show good attitude to them. [37] Previous study proposed that satisfactions of VAS users might be affected by the attitude of pharmacists and questions assessing this context can be explored in future surveys.…”