A comprehensive analysis of public satisfaction: Community pharmacists’ pandemic preparedness in Jordan

Abstract

Community pharmacists’ roles have expanded globally to address the COVID-19 pandemic. Given the limited information available on public satisfaction regarding pharmacy preparedness and services during this crisis in Jordan, our study aimed to assess public contentment with community pharmacists’ readiness for the pandemic. Not to forget the educational services they offered, and public expectations regarding their future roles in emergencies. We employed a cross-sectional questionnaire, surveying 1,820 adults across all 12 governorates of Jordan via proportionate random sampling. A multidisciplinary committee validated the adjusted survey, and data analysis was conducted using SPSS V26. Our findings revealed that, during the COVID-19 pandemic, only approximately half of the participants expressed satisfaction with pharmacy services in Jordan. Age, gender, and urban or rural location were influential factors affecting satisfaction with pharmaceutical care during the COVID-19 pandemic. Specifically, individuals aged 55–64 exhibited a significantly higher likelihood of being satisfied with pharmacy services (OR: 17.79, 95%CI: 9.01–18.77, p = 0.001). Moreover, females in Jordan were more inclined to express satisfaction with pharmacy services during the pandemic (OR: 4.23, 95%CI: 1.97–9.55, p = 0.02). Conversely, individuals residing in rural areas were notably less likely to report satisfaction with pharmacy services during the pandemic (OR: 0.33, 95%CI: 0.11–0.61, p = 0.002), as revealed by the study’s findings. Overall, participants were dissatisfied with the provided pharmacy education. There was a widespread belief in the pivotal role of pharmacists in pandemic management, with expectations of expanded COVID-19-related services in the future. People trusted pharmacists to play a greater role in pandemic situations. Our study recommends a review of pharmacy practice policies, particularly in relation to public services during pandemics, and the implementation of pharmacist emergency protocols.