Dharmasivam Sivakumar, Selvaraj Ramya, Lakshminarayanan Subitha, Kar Sitanshu Sekhar, Kumar S Ganesh
Department of Preventive and Social Medicine, Jawaharlal Institute of Postgraduate Medical Education and Research (JIPMER), Puducherry, India.
Department of Community Medicine, JIPMER, Karaikal, India.
J Family Med Prim Care. 2017 Jul-Sep;6(3):538-542. doi: 10.4103/2249-4863.222022.
Client satisfaction on quality of medication services perceived by the patients is an important measure of the health services and needs to be addressed to improve the utilization of primary health-care services.
This is a descriptive study on quality of medication services perceived by the patients attending a rural health center in Puducherry. The data were collected with pretested semi-structured questionnaire. The study population consisted of 365 patients.
The mean age of the study population was 44.73 years and 61.6% were females. Majority of the participants (340, 93.2%) had visited the clinic at least six times in the last 6 months. The main presenting conditions included hypertension (22.7%), pregnancy (11.8%), bronchial asthma (9%), diabetes (12%), skin infections (7%), myalgia (7%), and other ailments. Average waiting time to collect drugs was 11 min (ranging from 3 to 30 min). Around half of them were advised to consume medications regularly and on time as per prescriptions ( = 199, 54.5%). Around one-fourth of the participants were advised regarding the timing of medication with respect to food ( = 96, 26.3%). Overall satisfaction was moderate in 73% participants and extremely satisfied in 25%. Around 86% of the participants told that their doubts regarding medication use were clarified by the pharmacist at the counters while 5% felt that it was not addressed. Around two-thirds were highly satisfied with the quality of drugs received (65%) and availability of drugs (64.4%). Around 52% were highly satisfied with the behavior of the pharmacy staff and 55% were moderately satisfied with timing of the pharmacy facility. Around 60% of the participants were moderately satisfied with the discipline in the queue system.
The quality of medication services perceived by the participants is high in comparison with other studies. However, a few areas of dissatisfaction have been noted. There is a need to improve the services at the rural health centers with more satisfaction of patients availing such public health facilities.
患者对所感知的药物治疗服务质量的满意度是衡量医疗服务的一项重要指标，为提高初级卫生保健服务的利用率，需要对此加以关注。
这是一项关于在本地治里一家农村健康中心就诊患者所感知的药物治疗服务质量的描述性研究。数据通过预先测试的半结构化问卷收集。研究人群包括365名患者。
研究人群的平均年龄为44.73岁，女性占61.6%。大多数参与者（340名，93.2%）在过去6个月内至少去过该诊所6次。主要就诊疾病包括高血压（22.7%）、妊娠（11.8%）、支气管哮喘（9%）、糖尿病（12%）、皮肤感染（7%）、肌痛（7%）以及其他疾病。取药的平均等待时间为11分钟（范围为3至30分钟）。约一半患者（199名，54.5%）被建议按处方定期按时服药。约四分之一的参与者（96名，26.3%）得到了关于服药与进食时间关系的建议。73%的参与者总体满意度为中等，25%为极其满意。约86%的参与者表示，他们关于用药的疑问在柜台被药剂师解答清楚了，而5%的人觉得问题未得到解决。约三分之二的人对所领药物的质量（65%）和药品供应情况（64.4%）高度满意。约52%的人对药房工作人员的行为高度满意，55%的人对药房服务时间的满意度为中等。约60%的参与者对排队系统的秩序满意度为中等。
与其他研究相比，参与者所感知的药物治疗服务质量较高。然而，也发现了一些不满意的方面。有必要改善农村健康中心的服务，以使使用此类公共卫生设施的患者更加满意。
