Department of Pharmacology and Clinical Pharmacy, School of Pharmacy, College of Health Science, Addis Ababa University, 9082, Addis Ababa, Ethiopia.
BMC Health Serv Res. 2023 Oct 30;23(1):1181. doi: 10.1186/s12913-023-10042-4.
Patient satisfaction is a crucial aspect of healthcare, reflecting the positive feelings patients experience when using a service. It serves as an indicator of the gap between expected and actual service quality from the patient's perspective. Measuring patient satisfaction is recommended for healthcare providers at all levels as it contributes to improvement efforts. In recent times, pharmacy services have evolved beyond merely supplying medications to becoming more patient-centered and caring. Given the high number of patients relying on the limited Red Cross community pharmacies in the city, this study aims to assess patient satisfaction and identify factors associated with patient satisfaction towards Red Cross Pharmacies in Addis Ababa, Ethiopia.
Cross sectional study design was conducted from August 15 to August 30, 2022 in three Red Cross Pharmacies in Addis Ababa. Patients were selected by Convenience sampling technique. Structured questionnaire was used to assess patient satisfaction. Bivariate and Multivariate logistic regression were computed to assess statistical association between the outcome variable, and independent variables. SPSS version 21 was used for analysis.
Four hundred seven participants were willing and completed the study. The overall satisfaction towards Red Cross pharmacy service was 60.4%. Inadequate counselling was main reason for dissatisfaction (45%). Regarding associated factors, unavailability of some medications (Adjusted odds ratio = 0.393, 95% CI: 0.208-0.741), unfair medication cost (Adjusted odds ratio = 0.613, 95% CI: 0.607-0.910), and lack of organized pharmacy work flow (Adjusted odds ratio = 0.105, 95% CI: 0.049-0.221) were negatively associated with clients' satisfaction.
This study provides significant insights into patient satisfaction with Red Cross pharmacy services in Addis Ababa, Ethiopia, revealing an overall patient satisfaction rate of 60.4%. While a substantial number of patients had positive experiences, dissatisfaction due to inadequate counseling was a notable concern. Factors negatively associated with patient satisfaction, including medication unavailability, unfair cost, and a lack of organized workflow, further highlight the need for targeted interventions to improve patient experiences. Addressing these issues will be critical to enhance pharmaceutical care services and bridge the gap between patient needs and satisfaction.
患者满意度是医疗保健的一个关键方面，反映了患者在使用服务时的积极感受。它是从患者角度衡量预期服务质量与实际服务质量之间差距的指标。建议各级医疗保健提供者衡量患者满意度，因为这有助于改进工作。最近，药房服务已经超越了仅仅供应药物，变得更加以患者为中心和关怀。鉴于城市中有限的红十字会社区药房有大量患者依赖，因此，这项研究旨在评估患者对埃塞俄比亚亚的斯亚贝巴红十字药房的满意度，并确定与患者对红十字药房满意度相关的因素。
2022 年 8 月 15 日至 8 月 30 日，在亚的斯亚贝巴的三家红十字药房进行了横断面研究设计。通过便利抽样技术选择患者。使用结构化问卷评估患者满意度。采用二变量和多变量逻辑回归评估结局变量与自变量之间的统计学关联。使用 SPSS 版本 21 进行分析。
有 407 名参与者愿意并完成了这项研究。对红十字药房服务的总体满意度为 60.4%。咨询不足是不满意的主要原因（45%）。关于相关因素，一些药物不可用（调整后的优势比=0.393，95%置信区间：0.208-0.741）、不公平的药物费用（调整后的优势比=0.613，95%置信区间：0.607-0.910）和缺乏组织化的药房工作流程（调整后的优势比=0.105，95%置信区间：0.049-0.221）与患者满意度呈负相关。
这项研究提供了关于埃塞俄比亚亚的斯亚贝巴红十字药房服务患者满意度的重要见解，总体患者满意度为 60.4%。虽然相当数量的患者有积极的体验，但由于咨询不足而不满意是一个值得关注的问题。与患者满意度呈负相关的因素包括药物不可用、不公平的费用和缺乏组织化的工作流程，进一步强调需要采取有针对性的干预措施来改善患者体验。解决这些问题对于加强药物治疗服务和缩小患者需求与满意度之间的差距至关重要。
