Abstract
BackgroundPatient satisfaction is a widely used indicator to measure quality of pharmacy services. Currently, a transformational pharmacy service called auditable pharmaceutical transactions and services is being implemented nationally in Ethiopia. However, there is a dearth of evidence regarding the national impact of this system on patient satisfaction.ObjectiveTo assess patient satisfaction in hospital pharmacies that have implemented auditable pharmaceutical transactions and services in Ethiopia.MethodThis is a national study conducted based on a cross-sectional study design. Data were collected using a structured questionnaire from September 5 to October 5, 2020. The collected data was analyzed using spreadsheet excel and Statistical Package for the Social Sciences (SPSS) version 23. The proportions, ratios, and percentages were used for presenting data. A binary logistic regression test was used to determine the association of patient satisfaction with dispensary infrastructure, medicines availability, scores of labeling, and scores of patient knowledge on dispensed medicines. A p value < 0.05 was considered statistically significant.ResultA total of 650 participants were included in this study for whom a total of 1422 medicines were prescribed which gives an average of 2.19 medicine per patient. The availability of the prescribed medicines in the pharmacies was 1061 (75%), and the affordability of medicines was 1.93 WD that indicates an unaffordable price. The average written medication labels score of 3.1 out of 8 points and the average patient knowledge score for correct usage of medicines was 4.5 out of 6 points. Overall, 585 (90%) of patients reported being satisfied with pharmacy services; the counseling skill of pharmacists 609 (93.7%), and dispensing area 607 (93.4%) cited the most. The only significantly associated factor for satisfaction was the infrastructure of the pharmacy.ConclusionOverall satisfaction of patients with the auditable pharmaceutical transactions and services implemented in hospital pharmacy services was generally high. The participants were most satisfied with the pharmacist counseling and dispensary area. The medication availability is moderate but the cost is unaffordable. Advanced infrastructures have resulted in a significant improvement in patient satisfaction.
Highlights
Ensuring the availability and rational use of medicines is a vital component of patient care service that hospital pharmacies should provide
Overall satisfaction of patients with the auditable pharmaceutical transactions and services implemented in hospital pharmacy services was generally high
Advanced infrastructures have resulted in a significant improvement in patient satisfaction
Summary
Ensuring the availability and rational use of medicines is a vital component of patient care service that hospital pharmacies should provide. The hospital pharmacy services should be provided in a convenient work environment that facilitates quality workflow and guarantee satisfaction for patients and the staff [1]. Patient satisfaction is an integral component of quality indicator that reflects the feeling of patients towards services provided. It is the congruence between the expectation and actual health care service received from the patient perspective [2,3,4]. Satisfaction with pharmacy services promotes adherence of patients on medications and achieve desired treatment outcome [3]. Patient satisfaction is a widely used indicator to measure quality of pharmacy services. There is a dearth of evidence regarding the national impact of this system on patient satisfaction
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