Al Zabadi Hamzeh, Shraim Renad, Sawalha Raya, Alkaiyat Abdulsalam
Department of Public Health, Faculty of Medicine and Health Sciences, An-Najah National University, P.O. Box 7, Nablus, West Bank, Palestine.
Public Health Program, Faculty of Graduate Studies, An-Najah National University, P.O. Box 7, Nablus, Palestine.
J Pharm Policy Pract. 2023 Sep 28;16(1):108. doi: 10.1186/s40545-023-00608-2.
Pharmaceutical care is an essential component of healthcare services, and patient satisfaction with these services is crucial for improving overall health outcomes. We aimed to evaluate patient satisfaction and perception with pharmaceutical care services provided at public and private hospitals for outpatient pharmacies. This study can provide insights into the quality of pharmaceutical services provided in both settings and identify areas for improvement.
A cross-sectional 1-month study was conducted in three hospitals in Nablus city in the Northern District of West Bank, Palestine. Participants were a convenience sample of outpatients who attended the study-selected hospitals (two public and one private). A sample of 30 patients from each hospital was selected with a total of 90 patients. A self-administered questionnaire was used to assess socio-demographics pharmacist-related issues, waiting and working time, and medication availability.
A total of 90 patients were recruited. The overall level of patient satisfaction with pharmaceutical health services was moderate with a mean of 3.24 out of 5. Females represented 58.9%. The most prevalent age was (30-39) years (30%). There was a statistically significant difference in patient satisfaction with pharmaceutical services regarding working time between the morning and evening shifts (p value = 0.009) in favor of morning shift. No statistically significant differences in satisfaction with pharmaceutical treatments based on socio-demographics (age, gender, marital status, education level, family income, employment status, and living place), were found. Nearly, 70% of patients indicated having problems getting the medicine on their last visit to the hospital pharmacy. Only 66.7% of patients expressed satisfaction with the pharmacies' operating (working) hours.
Patient satisfaction with pharmaceutical care services could be enhanced by involving pharmacists in patient-oriented training and informing patients about the role of pharmacists. Patient satisfaction in the evening shift might be improved by establishing a system for continuous evaluation and improvement of pharmaceutical care services in hospitals to ensure the highest quality of care for patients in addition to implementing technology such as electronic prescribing and medication management systems that can improve the accuracy and efficiency of pharmaceutical services in hospitals.
药学服务是医疗保健服务的重要组成部分，患者对这些服务的满意度对于改善整体健康结果至关重要。我们旨在评估公立和私立医院门诊药房提供的药学服务的患者满意度和认知度。本研究可以深入了解两种环境下提供的药学服务质量，并确定改进领域。
在巴勒斯坦西岸北区纳布卢斯市的三家医院进行了为期1个月的横断面研究。参与者是到选定研究医院就诊的门诊患者的便利样本（两家公立医院和一家私立医院）。从每家医院选取30名患者作为样本，共90名患者。使用自填式问卷评估社会人口统计学、与药剂师相关的问题、等待和工作时间以及药品供应情况。
共招募了90名患者。患者对药学保健服务的总体满意度中等，平均得分为3.24（满分5分）。女性占58.9%。最常见的年龄是（30 - 39）岁（30%）。早班和晚班之间，患者对药学服务工作时间的满意度存在统计学显著差异（p值 = 0.009），早班更受青睐。基于社会人口统计学（年龄、性别、婚姻状况、教育水平、家庭收入、就业状况和居住地点），未发现对药学治疗满意度的统计学显著差异。近70%的患者表示上次去医院药房取药时遇到问题。只有66.7%的患者对药房的营业时间表示满意。
通过让药剂师参与以患者为导向的培训并告知患者药剂师的角色，可以提高患者对药学服务的满意度。通过建立医院药学服务持续评估和改进系统，除了实施电子处方和药物管理系统等技术以提高医院药学服务的准确性和效率外，还可以确保为患者提供最高质量的护理，从而提高晚班的患者满意度。
