Assessment of patient satisfaction with pharmaceutical services in two tertiary health facilities in Rivers State, Nigeria

Abstract

Patient satisfaction measurements are necessary to evaluate the quality of care given to patients within a healthcare facility. Healthcare facilities in Africa are faced with numerous challenges such as lack of human and financial resources which can lead to inadequate provision of healthcare to patients. This study aims to assess the level of patient satisfaction with hospital pharmaceutical services in the two tertiary health facilities in Rivers State. A descriptive cross-sectional study was conducted at the various pharmacy units at the health facilities between September and December 2020. Qualitative data was collected using structured self-administered questionnaires. A total of 200 patients from each of the two tertiary health facilities participated in the study. The study showed that majority of the participants( 34 and 64%) at the Rivers State University Teaching Hospital (RSUTH) were either very satisfied or satisfied with pharmaceutical services while 36.5 and 43.5% showed varied level of satisfaction with care by pharmacists. At the University of Port Harcourt Teaching Hospital (UPTH), those that reported satisfaction were 37 and 57.5% for the very satisfied and satisfied respectively for pharmaceutical services while it was 38 and 36% respectively for the very satisfied and satisfied with pharmaceutical care rendered by the pharmacists at the facility. However, there was no statistically significant difference in the satisfaction profile at the two facilities (p<0.05). This study concludes that majority of patients assessing the two tertiary health facilities were either very satisfied or satisfied with the pharmaceutical services and care rendered by Pharmacists. The study recommends that similar studies be conducted to assess patient satisfaction at secondary and primary health care facilities.