The Role of Pharmacists in Providing Pharmaceutical Services in Selected Government Hospitals in Kabul

Abstract

Objective: This study aims to investigate the role of pharmacists in delivering pharmaceutical services within selected government hospitals in Kabul, utilizing the SERVQUAL model. Methods: A quantitative research design was employed, utilizing a sample population of 338 patients who were hospitalized in the selected hospitals. A structured questionnaire was used to collect data on socio-demographic characteristics and perceptions of pharmaceutical services. The data were analyzed using the linear regression test to examine the relationships between the role of pharmacists and the combined indices. Results: he results indicated a significant positive relationship between the role of pharmacists and the combined indices of tangible factors, reliability and credibility, responsiveness, reassurance, and empathy (R = 0.642, R-squared = 0.412, Adjusted R-squared = 0.403, p < 0.001). Tangible factors, reliability and credibility, and empathy demonstrated the most substantial influence on the pharmacists' role. Conclusion: The results demonstrate that patients in selected hospitals within Kabul are content with the quality of services provided. Based on the SERVQUAL model, patient satisfaction with service quality is achieved across five dimensions: tangible factors, reliability, responsiveness, assurance, and empathy. Notably, the reliability variable garners the highest satisfaction level, while the empathy variable receives the lowest. These findings emphasize the need for targeted efforts to enhance empathy, communication, and the overall quality of pharmaceutical services delivered by pharmacists in selected hospitals within Kabul.