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Patients'/Clients' Expectation Toward and Satisfaction from Pharmacy Services
Mohammed Biset Ayalew1, Kaleab Taye2, Daniel Asfaw3
1Department of Clinical Pharmacy, Gondar University, Gondar, Ethiopia.
Journal of Research in Pharmacy Practice
|March 24, 2017
Summary
Patient satisfaction with pharmacy services is low despite high expectations. This study assessed patient expectations and satisfaction, finding that while pharmacy type influenced satisfaction, demographics did not. Further research is needed to improve patient care.
Area of Science:
- Health Services Research
- Pharmaceutical Sciences
- Patient Experience
Background:
- Patient satisfaction is a key indicator of healthcare quality.
- Understanding patient expectations and satisfaction is crucial for improving pharmacy services.
Purpose of the Study:
- To assess patient expectations and satisfaction with pharmacy services.
- To identify factors associated with patient expectations and satisfaction in a hospital setting.
Main Methods:
- A cross-sectional study involving 287 patients at Gondar University Hospital pharmacies.
- Data collected via interviews using an Amharic questionnaire on socio-demographics, expectations, and satisfaction.
- Statistical analysis included descriptive statistics, cross-tabs, and binary logistic regressions (P < 0.05).
Main Results:
- 51.9% of patients reported satisfaction with pharmacy services.
- 79.4% of respondents had high expectations for good service.
- Pharmacy type showed a significant association with satisfaction; patient demographics did not predict satisfaction.
- Higher income correlated with higher expectations.
Conclusions:
- Patients exhibit high expectations for pharmacy services, but overall satisfaction levels are low.
- Pharmacy type is a significant factor in patient satisfaction.
- Addressing the gap between expectations and satisfaction is essential for enhancing healthcare quality.
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