Assessment of Patients’ Satisfaction with Pharmaceutical Services rendered in Staff Clinic, of Tertiary Hospital, Ilorin, Kwara State

Abstract

The evaluation of patients’ satisfaction on various matters concerning healthcare services provides insight about the drawbacks of different healthcare systems. The study aimed at assessing the level of patients’ satisfaction with pharmacy services in staff clinic of tertiary hospital, Ilorin, Kwara State. In a cross-sectional study, data on the level of satisfaction with the pharmacy services among 130 patients who had their prescriptions filled at the pharmacy clinic during the period of April to October, 2019 was collected using a validated adopted structured instrument. The data collected was entered into and analyzed using Statistical Packages for Social Sciences (SPSS) version 20. Analyses were descriptive and inferential, and results were considered significant at P < 0.05. Very many (80.8%) of the respondents had frequent patronage of the pharmacy, with majority (76.9%) which sought services for themselves, and 80.0% were registered on National Health Insurance Scheme (NHIS). The overall mean score, the respondents gave to satisfaction with pharmacy services was 3.31. There was above average structure and process mean score (> 3) with respect to gender, patronage, payment status and services sought for self or others. Services sought for self, was significantly (p < 0.05) associated with the process mean score. There was a positive correlation between mean overall satisfaction score and mean structure as well as process satisfaction score (r value is 0. 717 and 0.986 respectively with P < 0.0001). The overall mean patient satisfaction with services rendered is above average. The mean process satisfaction score contributed more to the overall satisfaction score than the mean structure satisfaction score, and both aspects correlated positively with the overall satisfaction score.