Patients’ perception of the outpatient pharmaceutical service quality in hospital pharmacies with auditable pharmaceutical transactions and services in Ethiopia: a cross-sectional study

Kassa, Desalegn Gebrehaweria; Cheng, Xiang; Hu, Shuchen; Hayat, Khezar; Andegiorgish, Amanuel Kidane; Fang, Yu; Yang, Caijun

doi:10.1136/bmjopen-2020-042853

Cited by 4 publications

(1 citation statement)

References 25 publications

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“…menurut penelitian (Mudlikah et al, 2020) pasien dengan usia produktif dapat menjangkau puskesmas lebih mudah, selain itu usia produktif juga meningkatkan minat pasien untuk berkunjung ulang ke fasilitas kesehatan. Hal ini dapat disebabkan karena pasien dengan usia dewasa cenderung memiliki persepsi yang baik terhadap pelayanan Kesehatan (Kassa et al, 2021); (Mudlikah et al, 2020).…”

Section: Distribusi Demografi Respondenunclassified

Persepsi Pasien pada Sistem Pembayaran Kapitasi: Survey Pada Peserta Jaminan Kesehatan Nasional Di Puskesmas Kabupaten Demak

Sulistyaningrum

Santoso²,

Fathnin³

et al. 2022

Pharmacon

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The National Health Insurance (JKN) is the government's effort to realize Universal Health Coverage (UHC). The capitation system implemented by the Puskesmas has an impact on the crisis of patient confidence in the quality of service obtained. This study was conducted to determine the patient's perception of the capitation system pharmaceutical services at the Demak Health Center. This observational study was conducted on 200 respondents from two puskesmas using the proportionalate random sampling technique. Patient perception data were analyzed with descriptive statistics of frequency distribution. The results of this study indicate that the majority of BPJS Kesehatan patients at the Demak District Health Center are women (69.5%), aged 33-47 years (41%), high school education level/equivalent (46.5%), working as housewives. (30.5%), income 1-2 million (36%), PBI membership status (75.5%). Perceptions of BPJS Health patients at the Demak District Health Center on indicators of high drug quality (83.3%), indicators of moderate amounts of drugs (57%), indicators of high drug availability (75.5%), high drug payment indicators (71.5%) . The conclusion from the results of this study is the patient's perception of "good" on quality indicators, drug availability, and drug payments. However, on the indicator of the number of drugs received, the patient's perception is still in the "moderate/enough" category. The Demak District Health Center needs to make efforts to increase the role of pharmacists in the drug counseling process when patients receive drugs at the Puskesmas.

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Section: Distribusi Demografi Respondenunclassified

Persepsi Pasien pada Sistem Pembayaran Kapitasi: Survey Pada Peserta Jaminan Kesehatan Nasional Di Puskesmas Kabupaten Demak

Sulistyaningrum

Santoso²,

Fathnin³

et al. 2022

Pharmacon

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Validación y fiabilidad de un instrumento para la evaluación de la calidad de servicios, adaptado a familiares, pacientes y personal de enfermería

Renghea,

Hernandez-Iglesias,

Cuevas-Budhart

et al. 2024

Journal of Healthcare Quality Research

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Service quality in outpatient teaching hospital pharmacies based on the SERVQUAL model: An assessment in the south of Iran

Kashfi

Karimian

Ravangard

et al. 2022

International Journal of Pharmacy Practice

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Objectives The present study assessed the quality of services in the outpatient teaching hospital pharmacies affiliated to Shiraz University of Medical Sciences, Iran, in 2019 according to the SERVQUAL model to identify areas for improvement. Methods The research was cross-sectional, descriptive and analytical. Patients referred to the outpatient teaching hospital pharmacies affiliated to Shiraz University of Medical Sciences formed the study population. The sample size was 300 people chosen through the stratified sampling method proportional to the size as well as the convenience sampling method. The modified SERVQUAL questionnaire developed by Mohammadi et al. (in Eftekhar Ardabili H, Akbari Haghighi F, Mahmoudi M, Poorreza A. Evaluation of service quality based on the patients’ expectations and perceptions in Zanjan hospitals. J Sch Public Health Inst Public Health Res. 2003;2:71-84) was used for data collection. Data analysis was performed by SPSS 24.0 using statistical tests of paired t-test, independent t-test and ANOVA. A P-value of <0.05 showed statistical significance. Moreover, EXCEL 2013 was used to draw the graphs. Key findings The results showed that the participants had higher expectations regarding the quality of pharmacy services in all six dimensions compared to their perceptions (negative gaps) and the difference was statistically significant (P <0.05). The largest gap was in the ‘access’ dimension (G = −0.44 ± 1.15) and the smallest one was in the ‘reliability’ dimension (G = −0.21 ± 1.30). Also, the mean of overall quality gap, among the patients’ demographic characteristics, had a significant relationship only with having supplementary health insurance coverage (P = 0.03). Conclusions It seems that hospital managers and technical managers of pharmacies should make several interventions in the field of staff empowerment and training empathy and teamwork skills. Also, strengthening the system of receiving quick and easy feedback from patients and paying attention to the voice of customers can pave the way for hospital managers and technical managers of pharmacies to enhance the service quality with subsequence reduction of the existing gaps.

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Patients’ perception of the outpatient pharmaceutical service quality in hospital pharmacies with auditable pharmaceutical transactions and services in Ethiopia: a cross-sectional study

Cited by 4 publications

References 25 publications

Persepsi Pasien pada Sistem Pembayaran Kapitasi: Survey Pada Peserta Jaminan Kesehatan Nasional Di Puskesmas Kabupaten Demak

Persepsi Pasien pada Sistem Pembayaran Kapitasi: Survey Pada Peserta Jaminan Kesehatan Nasional Di Puskesmas Kabupaten Demak

Validación y fiabilidad de un instrumento para la evaluación de la calidad de servicios, adaptado a familiares, pacientes y personal de enfermería

Service quality in outpatient teaching hospital pharmacies based on the SERVQUAL model: An assessment in the south of Iran

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