Alzahrani Ali M, Felix Holly C, Alzhrani Abdulrhman A, Alharbi Khulud K, Arbaein Turky J, Shahzad Muhammad W, Monshi Sarah S
Department of Health Administration and Hospitals, College of Public Health and Health Informatics, Umm Al-Qura University, Makkah, KSA.
Department of Health Policy and Management, Fay W. Boozman College of Public Health, University of Arkansas for Medical Sciences, Little Rock, AR, USA.
J Taibah Univ Med Sci. 2024 Jun 12;19(4):711-719. doi: 10.1016/j.jtumed.2024.05.008. eCollection 2024 Aug.
The healthcare system in KSA has been substantially transformed as part of Vision 2030, including implementation of an electronic prescribing system, called Wasfaty, to enable patients to receive their prescriptions from community pharmacies (CPs). This study assessed patient satisfaction with CPs and the Wasfaty system.
This cross-sectional observational study used existing data from the Saudi Ministry of Health's patient experience program. Data were collected from patients (≥15 years of age) visiting governmental primary care clinics in 2022. Summary statistics were determined and multivariable logistic regression analyses were conducted.
The sample included 66,541 patients. More than 70% of patients were satisfied with the services of the CPs and the Wasfaty system. Being older and being female consistently showed a positive association with satisfaction across several services. Whereas patients in preventive clinics had higher odds of satisfaction with medication availability (OR: 1.19, 95% CI: 1.03-1.37) and waiting time (OR: 1.23; 95% CI: 1.03-1.47), patients in chronic disease clinics had lower satisfaction with medication availability (OR: 0.92, 95% CI: 0.85-0.99). Saudi patients had lower odds of being satisfied with multiple services.
The overall high satisfaction among patients suggested the success of the Wasfaty system in meeting patient needs and expectations. However, areas for improvement exist to increase patient satisfaction, such as addressing medication shortages and ensuring clear patient-pharmacist communication. The results highlight the importance of continued monitoring and evaluation to support the patient experience with pharmacy services, and to improve patients' journeys, medication adherence, and overall healthcare outcomes.
作为“2030愿景”的一部分，沙特阿拉伯的医疗保健系统发生了重大变革，包括实施名为Wasfaty的电子处方系统，使患者能够从社区药房获取处方。本研究评估了患者对社区药房和Wasfaty系统的满意度。
这项横断面观察性研究使用了沙特卫生部患者体验项目的现有数据。数据收集自2022年就诊于政府初级保健诊所的患者（≥15岁）。确定了汇总统计数据并进行了多变量逻辑回归分析。
样本包括66541名患者。超过70%的患者对社区药房的服务和Wasfaty系统感到满意。在多项服务中，年龄较大和女性与满意度始终呈正相关。预防性诊所的患者对药品供应（比值比：1.19，95%置信区间：1.03 - 1.37）和等待时间（比值比：1.23；95%置信区间：1.03 - 1.47）的满意度较高，而慢性病诊所的患者对药品供应的满意度较低（比值比：0.92，95%置信区间：0.85 - 0.99）。沙特患者对多项服务感到满意的几率较低。
患者总体满意度较高表明Wasfaty系统在满足患者需求和期望方面取得了成功。然而，仍有改进的空间以提高患者满意度，例如解决药品短缺问题并确保患者与药剂师之间的清晰沟通。结果强调了持续监测和评估对于支持患者药房服务体验、改善患者就医过程、用药依从性和整体医疗保健结果的重要性。
