Abstract
<p style="text-align: justify;"><strong>Objectives:</strong> Due to the limited studies assessing community pharmacy services quality in Khartoum, this study is aimed to explore patients’ satisfaction level with pharmacist’s communication, consulting and service delivery qualities. <strong>Methods:</strong> A descriptive institutional health facility-based prospective study was carried out at 229 Community pharmacies in Khartoum Locality using data collected by self-administrative question-naires from 385 respondents and then analysed by using SPSS version 25. <strong>Results:</strong> A total of 385 participants answered the questionnaire completely with a response rate of 90%. The majority of patients expressed high level of satisfaction in community pharmacy communication services (n±SD=3.88±1.10) though they were dissatisfied in ‘time allocated to answer patient’s questions (n±SD=3.57±1.11)’ and ‘time allocated to prepare medications (n±SD=3.70±1.05)’. Patients were fairly satisfied in pharmacist’s consultation services quality (n±SD=3.18±1.30) but they showed lower satisfaction level in ‘explaining on the possible side effects, and telling the precautions (e.g. activities to avoid.) (n±SD=2.81±1.37)’ and ‘encouraging patients to raise questions about medication (n±SD=2.81±1.40)’ as well as the ‘level of provided privacy (n±SD=2.84±1.23)’. Services relating to delivery were associated with the worst experience and lowest level of patient satisfaction (n±SD=2.77±1.20). <strong>Conclusion:</strong> Patients were generally satisfied with pharmacist’s communication quality but showed disappointment in consultation and the service delivery qualities. Services in Khartoum Locality community pharmacies are product-based with negligible patient participation. <p style="text-align: justify;"><strong> Key words:</strong> Community Pharmacy Services, Patient Counselling, Patient Satisfaction, Quality Assessment, Patient-Pharmacist Intercommunication, Medication Safety.
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