Salamatullah Abdulaziz, Ali Majid, Alharbi Alhanouf, Balhmer Alhanoof, Jalal Raneem, Alabdali Dina, Alhajjaji Ghufran
College of Pharmacy, Umm Al-Qura University, Makkah, Saudi Arabia.
School of Life and Medical Sciences, University of Hertfordshire (Hosted by Global Academic Foundation), New Administrative Capital, Cairo, Egypt.
J Res Pharm Pract. 2022 May 25;10(4):174-179. doi: 10.4103/jrpp.jrpp_94_21. eCollection 2021 Oct-Dec.
Patient satisfaction is considered an essential indicator of the treatment outcomes of pharmaceutical services. This study aimed to assess patient satisfaction with the pharmaceutical services at the Ministry of Health (MOH) hospitals in Makkah city in Saudi Arabia.
A cross-sectional study was conducted via an interview-based questionnaire that involved patients who visited the outpatient pharmacy in five MOH hospitals from August 2018 to September 2018. The data were collected using a previously published, validated, and reliable questionnaire. The questionnaire was translated and piloted for the local context.
Data of 295 respondents were analyzed. The overall mean score of satisfaction level with the pharmaceutical services was found to be 2.50 out of a maximum score of 3. The item that the patients were most satisfied with was, "The extent of cleanliness in the waiting area for the provision of pharmaceutical services" (mean = 2.80) whereas the item the patients were least satisfied with was, "The information the pharmacist gives you about the proper storage of your medication" (mean = 2.00). "Illiterate" patients and those who visited the pharmacy first time had significantly higher satisfaction levels compared to those with other educational categories and those who had visited the pharmacy before, respectively.
Our study showed that the overall level of satisfaction of patients with pharmaceutical services was high.
患者满意度被视为药学服务治疗效果的一项重要指标。本研究旨在评估沙特阿拉伯麦加市卫生部（MOH）医院患者对药学服务的满意度。
通过基于访谈的问卷进行横断面研究，研究对象为2018年8月至2018年9月期间前往五家MOH医院门诊药房就诊的患者。数据收集采用先前发表、经过验证且可靠的问卷。该问卷已针对当地情况进行翻译和预试验。
对295名受访者的数据进行了分析。药学服务满意度总体平均得分在满分3分中为2.50分。患者最满意的项目是“提供药学服务等候区的清洁程度”（平均分 = 2.80），而患者最不满意的项目是“药剂师向您提供的关于药物正确储存的信息”（平均分 = 2.00）。与其他教育程度类别患者相比，“文盲”患者的满意度显著更高；与之前去过药房的患者相比，首次前往药房的患者满意度显著更高。
我们的研究表明，患者对药学服务的总体满意度较高。
