Nigussie Shambel, Edessa Dumessa
Department of Clinical Pharmacy, School of Pharmacy, College of Health and Medical Sciences, Haramaya University, Harar, Ethiopia.
Front Pharmacol. 2018 Oct 12;9:1132. doi: 10.3389/fphar.2018.01132. eCollection 2018.
Satisfaction of patients for pharmaceutical services reflects their preferences and expectations, and the realities of care. It is critical to understand the extent of dissatisfaction for pharmaceutical services and its associated factors in order to optimize the required quality of the services provided. Therefore, this study is aimed to explore the extent and reasons for dissatisfaction from outpatients provided with the pharmacy services at Hiwot Fana Specialized University Hospital and Federal Harar Police Hospital in Harar, eastern Ethiopia. An institution-based cross-sectional study was conducted on 844 outpatients. Data were collected by interviewer administered interviews that employed a structured questionnaire which was meant to estimate dissatisfaction/satisfaction of the outpatients for the pharmacy services provided using a 1-5 point LIKERT scale. SPSS version 20.0 was employed to analyze data. Accordingly, potential covariates were identified using chi-squared test and binary logistic regression analyses were undertaken to adjust for the covariates. The highest (61.1%) dissatisfaction was scored for lack of consistent availability of prescribed drug(s). Factors that showed significant association with dissatisfaction were marital divorce [adjusted odds ratio (AOR) 2.67; 95% CI 1.01-7.06]; lack of quality system or Auditable Pharmaceutical Transaction Services (AOR 13.56; 95% CI 9.10-20.23); and patients' perceived insufficient knowledge of pharmacists (AOR 2.50; 95% CI 1.61-3.87) and good interaction with their pharmacists (AOR 0.28; 95% CI 0.14-0.56). Outpatients' highest dissatisfaction was related with the inadequate availability of prescribed drug(s). Lack of quality system; marital divorce; and patients' perceived insufficient knowledge of pharmacists increased the likelihood of dissatisfaction but it was less likely to occur in outpatients who perceived their interaction with pharmacists as positive. Therefore, in addition to securing consistent availability of drugs and implementing a quality system, improving the technical and personal skills of pharmacists is likely to improve satisfaction of patients with the pharmacy services.
患者对药学服务的满意度反映了他们的偏好、期望以及护理的实际情况。了解药学服务的不满意程度及其相关因素对于优化所提供服务的质量至关重要。因此，本研究旨在探讨埃塞俄比亚东部哈勒尔的希沃特·法纳专科医院和联邦哈勒尔警察医院门诊患者对药学服务不满意的程度及原因。对844名门诊患者进行了一项基于机构的横断面研究。通过访谈者实施的访谈收集数据，访谈采用结构化问卷，旨在使用1 - 5点李克特量表估计门诊患者对所提供药学服务的不满意/满意程度。使用SPSS 20.0版本分析数据。据此，使用卡方检验确定潜在的协变量，并进行二元逻辑回归分析以调整协变量。因缺乏规定药物的持续供应而导致的不满意得分最高（61.1%）。与不满意显著相关的因素包括婚姻离异[调整后的优势比（AOR）2.67；95%置信区间1.01 - 7.06]；缺乏质量体系或可审计的药品交易服务（AOR 13.56；95%置信区间9.10 - 20.23）；以及患者认为药剂师知识不足（AOR 2.50；95%置信区间1.61 - 3.87）和与药剂师的良好互动（AOR 0.28；95%置信区间0.14 - 0.56）。门诊患者的最高不满意与规定药物供应不足有关。缺乏质量体系、婚姻离异以及患者认为药剂师知识不足会增加不满意的可能性，但在认为与药剂师互动良好的门诊患者中发生的可能性较小。因此，除了确保药物的持续供应和实施质量体系外，提高药剂师的技术和个人技能可能会提高患者对药学服务的满意度。
