Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system

Abstract

Purpose-The purpose of this paper is to determine patient expectation and perception of pharmaceutical care services in order to measure the level of patient satisfaction provided by Indonesia's health coverage (IHC) system. Design/methodology/approach-A patient satisfaction survey was conducted at primary-level and secondary-level health facilities operating under IHC system. The assessment was performed using a closed-ended questionnaire that had been tested for validity and reliability. The patients' point of view was evaluated based on their expectation and perception of six dimensions of the pharmaceutical care services they had received. Patient satisfaction was calculated based on the gap between their expectation and their perception. Findings-A total of 602 patients participated in this research. The levels of the patients' expectation of the pharmaceutical care services provided at primary-level health facilities range from high (3.39) to very high (3.54), whereas at secondary-level health facilities, the range was from low (2.04) to very high (3.75). This indicates that patients have a higher expectation of the provided pharmaceutical care services compared to the actual experience of the healthcare services that they received, resulting in a low value in the measurement of patient satisfaction levels. Originality/value-The high level of patient expectation is an opportunity for pharmacists at both primary-level and secondary-level health facilities to continue developing pharmaceutical care services. Improving drug information service, patient counseling and reducing patient waiting time can be good ways to increase patient satisfaction within pharmaceutical care services.

Public’ Perception, Awareness, Expectations and Experiences towards the Role of Community Pharmacists in Quetta City, Pakistan

“…This is in line to what is reported from studies of the same nature. [30,31] Opposing to the positive image of our study finding, Awad et al reported a negative perceptions of community pharmacists and moderate expectations of roles at community pharmacies. [18] The authors also highlighted the need of designing multifaceted interventions to advance the community pharmacy practice.…”

Assessment of Chronic Obstructive Pulmonary Disease Patient’s Satisfaction with The Provided Pharmaceutical Care Services

“…The development of pharmacist practices that provide patient-centered pharmaceutical care leads to the assessment of the provided services' quality. Patients' satisfaction is a key metric for evaluating healthcare service quality [2].…”

“…The development of the pharmacist"s practices that provide patient-oriented pharmaceutical care leads to the assessment of the quality of the services provided. Patient satisfaction is a major indicator that can be used to assess the quality of healthcare services [2].…”

“…2 : Chi-square test p: p-value for comparing the studied groups *: Statistically significant at p ≤ 0.05 P values are not computed when the number of readings is too small…”

Development and validation of tool to assess the perception, expectation & satisfaction about the patient care services provided by the community pharmacist

“…Some studies assessed the parameters on yes or no type of scale while majority used Likert scale. 3,4,[8][9][10] However, literature search revealed an absence of a validated tool to assess these parameters. A comprehensive literature search helped us to identify and categorize various items that has been used in the published literature into, perceptions, expectation and satisfaction domains.…”