Molla Sisay, Moges Getachew, Toleha Husien Nurahmed, Bayked Ewunetie Mekashaw, Workneh Birhanu Demeke
Department of Pharmacy, College of Medicine and Health Sciences, Wollo University, Dessie, Ethiopia.
BMC Health Serv Res. 2025 Jul 23;25(1):971. doi: 10.1186/s12913-025-12980-7.
Patient satisfaction reflects the discrepancy between anticipated and actual healthcare service delivery, serving as a pivotal metric for strategic healthcare decision-making. This systematic review and meta-analysis aimed to assess the magnitude of patient satisfaction with pharmacy services and its determinants in Ethiopia.
A systematic search was performed across multiple electronic databases, including PubMed, Hinari, Semantic Scholar, EMBASE, Scopus, Web of Science, and Google Scholar, to identify both published and unpublished relevant studies. Methodological quality and risk of bias were assessed using the Joanna Briggs Institute (JBI) critical appraisal tools and in accordance with the PRISMA 2020 guidelines. Statistical analyses were conducted using Stata version 17.
In total, 19 articles were included in the qualitative synthesis, of which 11 were selected for the quantitative analysis. The pooled prevalence of patient satisfaction with pharmacy services in Ethiopia was 56% (95% CI: 50-62), with significant associations observed with sociodemographic, socioeconomic, provider communication, and healthcare facility-related factors.
Approximately 40% of patients expressed dissatisfaction with pharmacy services, underscoring significant systemic deficiencies. To improve healthcare quality, policymakers and healthcare administrators should prioritize the optimization of pharmacy service delivery by implementing evidence-based interventions targeting the key contributing factors identified in this study.
患者满意度反映了预期医疗服务与实际医疗服务之间的差异，是医疗保健战略决策的关键指标。本系统评价和荟萃分析旨在评估埃塞俄比亚患者对药房服务的满意度及其决定因素。
在多个电子数据库中进行系统检索，包括PubMed、Hinari、Semantic Scholar、EMBASE、Scopus、Web of Science和Google Scholar，以识别已发表和未发表的相关研究。使用乔安娜·布里格斯研究所（JBI）的批判性评价工具并根据PRISMA 2020指南评估方法学质量和偏倚风险。使用Stata 17版进行统计分析。
定性综合分析共纳入19篇文章，其中11篇被选入定量分析。埃塞俄比亚患者对药房服务的满意度合并患病率为56%（95%CI：50-62），观察到与社会人口统计学、社会经济、提供者沟通和医疗机构相关因素存在显著关联。
约40%的患者对药房服务表示不满，凸显了严重的系统性缺陷。为了提高医疗质量，政策制定者和医疗管理人员应优先通过实施针对本研究中确定的关键促成因素的循证干预措施来优化药房服务的提供。
