Abstract
The current research investigates the factors influencing patient satisfaction with pharmacy services at King Fahd Armed Forces Hospital (KFAFH). This research proposes and tests a three-factor model that influence patient satisfaction. These factors include accessibility, availability of medications, and pharmacy staff attitude as independent variables, while the dependent variable is patient satisfaction. In order to explore this issue, a quantitative method was used in the form of a questionnaire issued in KFAFH in Jeddah city in Saudi Arabia. The research targeted 333 patients as a representative sample, rather than the whole population. A random sample was used to choose the participants in this research. The research retrieved 290 valid questionnaires, which represented a reponse rate of 87%. The results confirm significant differences in the influence of these factors on patient satisfaction. The research concludes that there are significant influences from accessibility and availability of pharmacy services, whereas there is no significant influence of staff attitudes on patient satisfaction. The research recommends improving the accessibility and availability of medication regularly and continuously. It is also recommended that pharmacy services should conduct training courses to improve staff skills and attitudes to deal with patients.
Highlights
A high demand for prescription drugs continues to grow, to create a necessity for improving workflow management within the outpatient pharmacy settings to provide high-quality services
This study will deal with a neglected area in Arab countries, which are factors influencing patient satisfaction of pharmacy services in the Kingdom of Saudi Arabia
The main conclusion of this study as the following: The pharmacy has applied a set of procedures which positively affect pharmacy services, and which take into account a set of things like the culture of the Saudi community regarding the separation of males and females in the process of dispensing, as well as the culture of commitment to everybody having a turn in dispensing the medicine
Summary
A high demand for prescription drugs continues to grow, to create a necessity for improving workflow management within the outpatient pharmacy settings to provide high-quality services. The role of the pharmacist is to provide advice about medication, screening prescriptions, dispensing and any other management work related to the stocking of medications. This study will deal with a neglected area in Arab countries, which are factors influencing patient satisfaction of pharmacy services in the Kingdom of Saudi Arabia. The duties of the staff working within these departments include processing prescriptions, dispensing medications, and giving advice and instruction to patients on the correct use of their medications. The research problem evolves around investigating the factors influencing patient satisfaction of pharmacy services in KFAFH in Jeddah. This study’s purpose is to examine the factors influencing patient satisfaction with pharmacy services at KFAFH in Jeddah The research answered the following questions: is the availability of medicine influencing patient satisfaction? is the accessibility of medicine influencing patient satisfaction? is the attitude of staff influencing patient satisfaction? This study’s purpose is to examine the factors influencing patient satisfaction with pharmacy services at KFAFH in Jeddah
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