Pharmacy Department, Hospital Taiping, Ministry of Health Malaysia, Taiping, Malaysia.
Clinical Research Centre, Hospital Raja Permaisuri Bainun, Ministry of Health Malaysia, Ipoh, Malaysia.
BMC Health Serv Res. 2021 Oct 29;21(1):1175. doi: 10.1186/s12913-021-07185-7.
Patient's awareness and satisfaction towards ward pharmacy services may influence perception towards effectiveness and safety of drugs, affecting medication adherence and clinical outcome. Nevertheless, studies on local ward pharmacy services were lacking. This study evaluated awareness, expectation and satisfaction of ward pharmacy services among patients in medical wards and determined their association with demographic characteristics.
This was a cross-sectional study using self-administered questionnaire conducted in medical wards of fourteen Perak state public hospitals from September to October 2020. In-patients aged ≥18 years old were included. The validated questionnaire had four domains. The student's t-test, one-way analysis of variance (ANOVA) and multiple linear regression were was employed to evaluate the association between patients' demographic characteristics with their awareness, expectation and satisfaction towards ward pharmacy services.
467 patients agreed to participate (response rate = 83.8%) but only 441 were analysed. The mean age of the patients was 54.9 years. Majority was male (56.2%), Malay (77.3%), with secondary education (62.9%), rural resident (57.1%) and reported good medication adherence (61.6%). The mean awareness score was 49.6 out of 60. Patients were least aware about drug-drug interaction (3.85 ± 1.15) and proper storage of medications (3.98 ± 1.06). Elderly patients (β = - 2.82, P < 0.001) obtained lower awareness score. Patients with tertiary education (β = 3.87, P = 0.001), rural residents (β = 3.65, P < 0.001) and with good medication adherence (β = 2.55, P = 0.002) had higher awareness score. The mean expectation score was 44.0 out of 50. The patients had higher expectation to encounter a polite ward pharmacist (4.51 ± 0.56). Patients with tertiary education (β = 1.86, P = 0.024), rural residents (β = 1.79, P = 0.001) and with good medication adherence (β = 1.48, P = 0.006) demonstrated higher expectation. The mean satisfaction score was 43.6 out of 50. The patients had high satisfaction in language used (4.45 ± 0.57) and level of knowledge demonstrated (4.41 ± 0.62) by the ward pharmacists. Patients with tertiary education (β = 2.16, P = 0.009), rural residents (β = 1.82, P = 0.001) and with good medication adherence (β = 1.44, P = 0.009) demonstrated higher satisfaction, while elderly patients (β = - 1.17, P = 0.031) had lower satisfaction towards ward pharmacy services.
There was a high level of awareness, expectation and satisfaction towards ward pharmacy services in public hospitals of Perak, Malaysia.
患者对病房药房服务的认知和满意度可能会影响他们对药物有效性和安全性的看法，从而影响用药依从性和临床结果。然而，关于当地病房药房服务的研究却很少。本研究评估了住院患者对医疗病房药房服务的认知、期望和满意度，并确定了这些认知、期望和满意度与人口统计学特征之间的关系。
这是一项在 2020 年 9 月至 10 月期间在霹雳州 14 家公立医院的医疗病房进行的横断面研究。纳入年龄≥18 岁的住院患者。经过验证的问卷有四个领域。采用学生 t 检验、单因素方差分析（ANOVA）和多元线性回归来评估患者的人口统计学特征与他们对病房药房服务的认知、期望和满意度之间的关系。
共有 467 名患者同意参与（应答率为 83.8%），但只有 441 名患者进行了分析。患者的平均年龄为 54.9 岁。大多数为男性（56.2%），马来人（77.3%），接受过中等教育（62.9%），居住在农村（57.1%），并报告有良好的用药依从性（61.6%）。平均认知得分为 60 分中的 49.6 分。患者对药物相互作用（3.85±1.15）和药物正确储存（3.98±1.06）的认知程度最低。老年患者（β=-2.82，P<0.001）的认知得分较低。接受过高等教育（β=3.87，P=0.001）、农村居民（β=3.65，P<0.001）和用药依从性良好的患者（β=2.55，P=0.002）的认知得分较高。平均期望得分为 50 分中的 44.0 分。患者更希望遇到有礼貌的病房药师（4.51±0.56）。接受过高等教育（β=1.86，P=0.024）、农村居民（β=1.79，P=0.001）和用药依从性良好的患者（β=1.48，P=0.006）的期望得分较高。平均满意度得分为 50 分中的 43.6 分。患者对病房药师使用的语言（4.45±0.57）和表现出的专业知识（4.41±0.62）非常满意。接受过高等教育（β=2.16，P=0.009）、农村居民（β=1.82，P=0.001）和用药依从性良好的患者（β=1.44，P=0.009）的满意度较高，而老年患者（β=-1.17，P=0.031）对病房药房服务的满意度较低。
马来西亚霹雳州公立医院的病房药房服务认知度、期望度和满意度均较高。
