Assessing Patient Satisfaction with the Service Quality Provided in Community Pharmacies: Khartoum Locality, Sudan
Ahmed Isse Mohamud1★, Faiza Abdirazak Shire1, Kifah Salih Hussain1, Asma Noureldaim Mahmoud2, Lubna Osman Taha2★ Corresponding author
- 1Faculty of Pharmacy, International University of Africa, Khartoum, SUDAN.
- 2Department of Pharmacy Practice, Faculty of Pharmacy, International University of Africa, Khartoum, SUDAN.
CORRESPONDENCE
Ahmed Isse Mohamud
Faculty of Pharmacy, International University of Africa, Khartoum, SUDAN.
Received: 10-06-2021; Revised: 13-08-2021; Accepted: 29-09-2021.
Volume 13, Issue 4 · pp. 405–410 · PUBLISHED · DOI: 10.5530/jyp.2021.13.98
ABSTRACT
Objectives:Due to the limited studies assessing community pharmacy services quality in Khartoum, this study is aimed to explore patients’ satisfaction level with pharmacist’s communication, consulting and service delivery qualities. Methods:A descriptive institutional health facility-based prospective study was carried out at 229 Community pharmacies in Khartoum Locality using data collected by self-administrative questionnaires from 385 respondents and then analysed by using SPSS version 25. Results: A total of 385 participants answered the questionnaire completely with a response rate of 90%. The majority of patients expressed high level of satisfaction in community pharmacy communication services (n±SD=3.88±1.10) though they were dissatisfied in ‘time allocated to answer patient’s questions (n±SD=3.57±1.11)’ and ‘time allocated to prepare medications (n±SD=3.70±1.05)’. Patients were fairly satisfied in pharmacist’s consultation services quality (n±SD=3.18±1.30) but they showed lower satisfaction level in ‘explaining on the possible side effects, and telling the precautions (e.g. activities to avoid.) (n±SD=2.81±1.37)’ and ‘encouraging patients to raise questions about medication (n±SD=2.81±1.40)’ as well as the ‘level of provided privacy (n±SD=2.84±1.23)’. Services relating to delivery were associated with the worst experience and lowest level of patient satisfaction (n±SD=2.77±1.20). Conclusion: Patients were generally satisfied with pharmacist’s communication quality but showed disappointment in consultation and the service delivery qualities. Services in Khartoum Locality community pharmacies are product-based with negligible patient participation.
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Mohamud, A. I., Shire, F. A., Hussain, K. S., Mahmoud, A. N., & Taha, L. O. (). Assessing Patient Satisfaction with the Service Quality Provided in Community Pharmacies: Khartoum Locality, Sudan. Journal of Young Pharmacists, 13(4), 405–410. https://doi.org/10.5530/jyp.2021.13.98