A cross-sectional assessment of patient satisfaction with community pharmacy services in Lebanon: The IMPHACT-LB study

Abstract

Background: After the pharmacy profession has shifted from product-oriented practices to a more patient-centered approach, patient satisfaction has become an essential indicator of overall quality of care. This study aimed to assess the impact of pharmacy services and pharmacist-patient relationships on patient satisfaction in a crisis context, considering patient characteristics, economic factors, access to care, and health status. Methods: A web-based cross-sectional study (April 11-April 27, 2023) assessed patient satisfaction using validated tools among 865 Lebanese adults. Results: Satisfaction with pharmaceutical care was moderate (60%), varying between 58% and 63%. Notably, higher satisfaction was significantly and positively correlated with having private health insurance (Beta=0.583), taking more medications (Beta=0.166), and receiving advice from pharmacists about a healthy lifestyle (Beta=0.651), while lower satisfaction was associated with a university level of education (Beta=-0.505), older age (Beta=-0.022), and perceiving pharmacists as medication experts (Beta=-1.007). Conclusion: Age, education, health coverage, and patient expectations, in addition to services offered by community pharmacists, significantly affected satisfaction in times of crisis. Stakeholders should address pharmaceutical care holistically, acting concomitantly on improving health coverage, access to care, reasonable expectations, and optimising community pharmacy services.