Assessing Patient Satisfaction with the Service Quality Provided in Community Pharmacies: Khartoum Locality, Sudan

    Published on:December 2021
    Journal of Young Pharmacists, 2021; 13(4):405-410
    Original Article | doi:10.5530/jyp.2021.13.98
    Authors:

    Ahmed Isse Mohamud1,*, Faiza Abdirazak Shire1, Kifah Salih Hussain1, Asma Noureldaim Mahmoud2, Lubna Osman Taha2

    1Faculty of Pharmacy, International University of Africa, Khartoum, SUDAN.

    2Department of Pharmacy Practice, Faculty of Pharmacy, International University of Africa, Khartoum, SUDAN.

    Abstract:

    Objectives: Due to the limited studies assessing community pharmacy services quality in Khartoum, this study is aimed to explore patients’ satisfaction level with pharmacist’s communication, consulting and service delivery qualities. Methods: A descriptive institutional health facility-based prospective study was carried out at 229 Community pharmacies in Khartoum Locality using data collected by self-administrative question-naires from 385 respondents and then analysed by using SPSS version 25. Results: A total of 385 participants answered the questionnaire completely with a response rate of 90%. The majority of patients expressed high level of satisfaction in community pharmacy communication services (n±SD=3.88±1.10) though they were dissatisfied in ‘time allocated to answer patient’s questions (n±SD=3.57±1.11)’ and ‘time allocated to prepare medications (n±SD=3.70±1.05)’. Patients were fairly satisfied in pharmacist’s consultation services quality (n±SD=3.18±1.30) but they showed lower satisfaction level in ‘explaining on the possible side effects, and telling the precautions (e.g. activities to avoid.) (n±SD=2.81±1.37)’ and ‘encouraging patients to raise questions about medication (n±SD=2.81±1.40)’ as well as the ‘level of provided privacy (n±SD=2.84±1.23)’. Services relating to delivery were associated with the worst experience and lowest level of patient satisfaction (n±SD=2.77±1.20). Conclusion: Patients were generally satisfied with pharmacist’s communication quality but showed disappointment in consultation and the service delivery qualities. Services in Khartoum Locality community pharmacies are product-based with negligible patient participation.

    Key words: Community Pharmacy Services, Patient Counselling, Patient Satisfaction, Quality Assessment, Patient-Pharmacist Intercommunication, Medication Safety.

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