Alzahrani Abdullah M, Rambo Razan, Alotain Fahad, Naeem Anjum, Alzhrani Rami M, Albaradi Mohammad A, Althubiani Shoeb, Sharaf Shahd E, Alwadie Ali F, Alzahrani Mohammad S, AlSebaih Noor T, Ainosah Randa H, Alzahrani Yahya A
Pharmaceutical Care Department, Ministry of National Guard-Health Affairs, Jeddah, 22384, Saudi Arabia.
King Abdullah International Medical Research Center, Jeddah, 21423, Saudi Arabia.
Integr Pharm Res Pract. 2024 Sep 18;13:155-164. doi: 10.2147/IPRP.S477216. eCollection 2024.
Patient satisfaction with pharmacy services, particularly in outpatient and discharge pharmacy settings, has become a vital metric for assessing medical quality. However, there's limited research on patient satisfaction in discharge pharmacy services in the Kingdom of Saudi Arabia (KSA). This study aims to systematically investigate and delineate the various patient-related and non-patient-related factors that significantly impact patient satisfaction in the realm of discharge pharmacy services.
This cross-sectional study was conducted over three months at King Abdulaziz Medical City in Jeddah (KAMC-J). The sample size was determined using a single population proportion formula, which resulted in a required sample size of 384 patients. A validated questionnaire with a five-point Likert scale evaluated satisfaction from "Strongly Dissatisfied" (1 point) to "Very Satisfied" (5 points) has been used. Data collectors underwent training and obtained written consent from participants, with questionnaire completion taking 5-10 minutes face to face.
The study encompassed 437 participants, primarily male (59%) with a college education (45.3%), residing mostly in Jeddah (67.3%). Notably, 84.4% were not healthcare providers, and most visited the pharmacy every six months (44.6%). The patient satisfaction survey revealed high scores for counseling understanding, pharmacist courtesy, and the way the pharmacist answered questions (4.94±0.31, 4.94±0.27, 4.94±0.32; respectively), but lower for understanding possible side effects (4.30±1.30) and pharmacy location (4.57±0.99). In logistic regression, visits lasting 10-15 minutes, and less than 10 minutes were significantly (p<0.05) associated with increased odds of patient satisfaction (OR=6.39, OR=9.45; respectively) Moreover, the medium length hospital stay was associated with decreased odds of patient satisfaction (OR=0.31, p=0.026).
In conclusion, the study determined a significant proportion of patients are satisfied with discharge pharmacy services at KAMC-J, with the length of consultation and hospital stay being pivotal to their satisfaction. Addressing these factors, alongside optimizing pharmacist-patient communication and pharmacy service efficiency, can substantially elevate the quality of pharmaceutical care and patient experience.
患者对药房服务的满意度，尤其是在门诊和出院药房环境中，已成为评估医疗质量的重要指标。然而，沙特阿拉伯王国（KSA）出院药房服务中患者满意度的研究有限。本研究旨在系统地调查和描述在出院药房服务领域中显著影响患者满意度的各种与患者相关和与患者无关的因素。
本横断面研究在吉达的阿卜杜勒阿齐兹国王医疗城（KAMC-J）进行了三个月。样本量使用单总体比例公式确定，所需样本量为384名患者。使用了一份经过验证的问卷，该问卷采用五点李克特量表评估从“非常不满意”（1分）到“非常满意”（5分）的满意度。数据收集者接受了培训并获得了参与者的书面同意，问卷当面完成需要5至10分钟。
该研究涵盖了437名参与者，主要为男性（59%），拥有大学学历（45.3%），大多居住在吉达（67.3%）。值得注意的是，84.4%不是医疗保健提供者，大多数人每六个月去一次药房（44.6%）。患者满意度调查显示，在咨询理解、药剂师礼貌以及药剂师回答问题的方式方面得分较高（分别为4.94±0.31、4.94±0.27、4.94±0.32），但在理解可能的副作用（4.30±1.30）和药房位置（4.57±0.99）方面得分较低。在逻辑回归中，持续10至15分钟以及少于10分钟的就诊与患者满意度增加的几率显著相关（p<0.05）（OR分别为6.39、9.45）。此外，中等长度的住院时间与患者满意度降低的几率相关（OR = 0.31，p = 0.026）。
总之，该研究确定相当比例的患者对KAMC-J的出院药房服务感到满意，咨询时间长度和住院时间对他们的满意度至关重要。解决这些因素，同时优化药剂师与患者的沟通以及药房服务效率，可以大幅提高药学护理质量和患者体验。
