Assessing the level of perception and satisfaction of clients with their health care services has become important globally. Similarly, considerable research supports using satisfaction rating to measure the quality of care from the patients’ perspective(8). Of the 410 participants 225 (54.87%) and 266 (64.88) of them agreed that the pharmacy location was convenient and the number of staffs was adequate, respectively. The results showed better agreement status of participants compared to the result of other study conducted in Ethiopia(16). On the other hand the least proportion (26.34%) of participants provided positive response on the convenience of waiting area. This was a bit lower than a report of other study(16).
This study revealed that the overall satisfaction of the respondents was (65.37%), which was higher than the level of satisfaction towards outpatient pharmacy services in Dessie Town Public Hospitals (59.9%)(19)and TikurAnbessa Specialized Hospital(51.6%)Table 4. The difference may be due to pharmacists’ commitment to serve the clients in accordance with directives of good pharmacyservice. Indeed, patients’ adherence to apply or the choice they made on what drug therapy principles to follow may make them perceive the importance of pharmacy service at FHCSH. But, the level of satisfaction was much less than the status of patient satisfaction at University of Benin Teaching Hospital in Nigeria Ministry of Health Hospitals at East Province(80%).This implies that there is always a change to make, and the health care service at FHCSH still needs improvement in terms of availability of pharmaceuticals, the pharmacists’ commitment and skill.
Table 4
Study participants’ satisfaction scores towards pharmacist services.
The summed satisfaction | Frequency (N = 410) | Percent |
Mean score (Std. Deviation) | 32.4 ± 7.8 | |
Median score (Range) | 31(23–60) | |
Satisfaction score ≤30 (Satisfied) | 268 | 65.37 |
Satisfaction score > 30 (Dissatisfied) | 142 | 34.63 |
Thisstudyalso tried to investigate patient satisfaction barriers onpharmacy service. Accordingtothis study vast majority of the study participants had a high satisfaction on the instruction understandability (43%), language (85.85%), and pharmacy availability (88.78).The participants’ ability to understand the instruction (67.6%) was relatively lower, but the ease of language understanding was a bit higher compared to a result from TikurAnbesa Specialized Hospital(83.2%). Besides, pharmacist availability on the workplace (88%)was comparable between TikurAnbesa Hospital (88%) and FHSCH (88.78% (20).
On the contrary, high level of dissatisfaction was observed on pharmacists’ preparation to listen and answer questions (51.46%), understandability of instructions (50.24%). The results were lower compared to the finding of other study(15). Compared to finds from the study done in Ethiopia. relatively minimal score of pharmacy service was recorded on service waiting time (22.19% vs 47.4%),and treatment with dignity and respect (12.2%vs 16.5)(16).Other study also indicated comparable level of dissatisfaction on waiting time to get pharmacy service. In this study, level of dissatisfaction associated with approach and interest, service based on equality, and provision of service with respect and dignity were lower than the reports of our study(17).
As indicated in Table 5,participants with physical restriction were six times more likely to be dissatisfied. In line with this, people from the rural residence were also 2.4 more likely to be dissatisfiedwith pharmacy service.The pharmacist explanation on how drugs are working [AOR = 2.082; 95%CI(1.48, 8.85)] and advice on medical condition [AOR = 1, 95%CI(3.2, 32.70)] were significantly associated with patient dissatisfaction. This is not in agreement with the expected role of pharmacists as part of an interprofessional care team. Pharmacists are part of a collaborative healthcare team in providing clinical services on the current medical condition of patients and associated drug information to patients(21, 22).
Table 5
Association test of study participants’ satisfaction with pharmacist services in Felege Hiwot comprehensive specialized hospital in Northwest Ethiopia, 2021 (n = 410)
Variable | | COR(CI) | P | AOR(CI) | P | |
Disat | Sat | | | | |
Residence | | | | | | |
Urban | 87(61.27) | 180(67.16) | | | | |
Rural | 55(38.73) | 88(32.84) | 1.32 (0.22, 4.51,) | 0.055 | 2.43(1.71, 9.6 | 0.013 |
Physical restriction | | | | | | |
Yes | 34(23.94) | 55(20.52) | 1.26 (.57, .76) | .04 | 6(2.98, 25.91) | .041 |
No | 108(76.06) | 213(79.48) | | | | |
The time taken to serve reasonable counseling | | | | | | |
Not | 74(52.11) | 100(37.31) | 5.1 (.22, 1.17) | .115 | 1.4.52(.76,3.17) | .062 |
Somewhat/Neutral | 10(7.04) | 18(6.72) | 2.6 (.23 ,2.44) | .647 | 1.3(.22, 3.94) | .928 |
Yes | 58(40.85) | 150(55.97) | - | - | - | - |
The pharmacist mention enough information about medication side effects | | | | | | |
Not | 69(48.59) | 148(55.22) | 4.6 (.19, 1.11) | .086 | 1.82(1.21, 3.186) | .03 |
Somewhat/Neutral | 25(17.61) | 43(16.04) | 5.5 (.16, 1.82) | .329 | .70(.15, 3.27) | .651 |
Yes | 48(33.80) | 77 (28.73) | | | | |
The pharmacist mention enough information about drug-drug interaction and drug-food interaction | | | | | | |
Not | 87(61.27) | 106(39.55) | 1.287 (10, 37.5) | .012 | 2.175(2.6, 5.31) | 0.001 |
Somewhat/Neutral | 9(6.24) | 29(10.82) | .298 (.09, .89) | .031 | .567(.13, 2.42) | .0834 |
Yes | 46(32.39) | 133(49.63) | | | | |
The pharmacist gives information on how to solve medication side effects if occur at any time | | | | | | |
Not | 69(48.59) | 131(48.88) | 1.48 (.186, 1.256) | .136 | 1.68(1.12, 2.311) | .0.04 |
Somewhat/Neutral | 9(6.34) | 40(14.93) | 1.30 (.324, 5.21) | .711 | .41(.107, 1.566) | .192 |
Yes | 64(45.07) | 97(36.19) | | | | |
The pharmacist counseled you on the importance of keeping to your dosage regimen | | | | | | |
Yes | 59(41.55) | 185(69.03) | .473 (3.241, 7.93) | .030 | 7.3(5.49, 11.06) | .027 |
Somewhat/Neutral | 8(5.63) | 8(2.99) | .514 (.139, 1.904) | .319 | .30(.57, 18.90) | .17 |
Not | 75(52.82) | 75(27.99) | | | | |
Prescribed medication availability | | | | | | |
Not | 88(61.97) | 118(44.03) | 3.12 (.17, 1.11) | .08 | 5.13 (3.02–12.38) | 0.02 |
Somewhat/Neutral | 34(23.94) | 59(22.01) | .20 (4.59, 15.70) | .012 | 0.62 (6.16–19.7) | 0.04 |
Yes | 20(14.09) | 91(33.96) | | | | |
The pharmacist explain how each of medication is supposed to help | | | | | | |
Not | 70(49.30) | 100(37.31) | .63(.34, 1.18) | .153 | 9.08(1.48, 8.85) | .0002 |
Somewhat/Neutral | 30(21.13) | 54(20.15) | .784(.33, 1.81) | .523 | .692(.09, 4.937) | .41 |
Yes | 42(29.58) | 114(42.54) | | | | |
The pharmacist ask any concerns about medication | | | | | | |
Not | 79(55.63) | 197(73.51) | .525(.256, 1.078) | .079 | 1.23(12, 23.7) | .043 |
Somewhat/Neutral | 20(14.08) | 17(6.34) | .319(.131, .776) | .012 | 2.59(.33, 19.86) | .358 |
Yes | 43(30.28) | 54(20.15) | | | | |
The pharmacist advise on current medical condition | | | | | | |
Not | 70(49.30) | 114(42.54) | 1.055(.597, 1.86) | .0854 | 4.022(3.2, 32.70) | .01 |
Somewhat/Neutral | 30(21.13) | 74(27.61) | .894(.361, 2.213) | .809 | .76(.025, 22.98) | .05 |
Yes | 42(29.58) | 80(29.85) | | | | |
Missed dose | | | | | | |
Not | 100(70.42) | 120(44.78) | .329 (.138, .782) | .012 | 16.8(2.58, 11.08) | .001 |
Somewhat/Neutral | 10(7.04) | 31(11.57) | .273 (.085, .874) | .029 | 10.77(1.69, 8.37) | .012 |
Yes | 32(22.54) | 117(43.66) | | | | |
Medication availability was negatively associated with pharmacy service satisfaction [AOR = 5.13;95%CI(3.02–12.38)].Medication shortage was a cause for patients to be 5 times more likely to be dissatisfied with pharmacy. Similarly, other studies conducted in Ethiopiashowed positive association between medication availability and over all patient satisfaction(16, 19, 23, 24). However, the result was not consistent with findings of studies conducted in South Korea, Nigeria and Ethiopia(17, 25, 26). Variation in this finding could be attributable to the presence of an equipped pharmacy service (supply and medicine) as well as patient demography variation. As a result, the current finding implies that drug availability is a key service with which patients are more satisfied.
The information provided on drug-drug interaction (DDIs) and drug-food interaction was significantly associated with customer dissatisfaction towards pharmacy service [AOR = 2.175;95% CI(2.6, 5.31)].The prevalence of potential drug-drug interactions is relatively common in health care settings of developing countries (27).MostDDIsareunnoticed by prescribers and they often produce a worsening of already existing symptoms (28). Provision of insufficient information about drug-drug interactions may lead to potentially harmful effects described in terms ofconsiderable morbidity and mortality (29).
Furthermore, clients were dissatisfied with advice on information about medication side effects [AOR = 1.82, 95%CI(1.21, 3.186)].Evidence indicated that medication side effects can substantially affect patients' health-related quality of life (30). Unless patients are informed the potential adverse reactions (ADRs) associated with drugs and report as they occur, patients may face an important cause of morbidity and mortality worldwide. Thus, ADRs results an impact on healthcare costs (31).
The medication information regarding managing missed doses was negatively associated with patient satisfaction [AOR = 16.8,95%CI(2.58, 11.08)]. Likewise other drug related information, counseling on missed dose should not be overlooked.Accordingtoevidence from studies, lack of intervention on the missed doses may lead to delay the recovery from disease, increase the length of hospital stay, and cause significant patient harm(32–34). Another study also indicated that missed doses may predispose antibiotic resistance and quality of care (35).