Patient Satisfaction with Outpatient Pharmacy Services in Public Health Facilities in Metekel Zone, Benishangul-Gumuz Regional State, Ethiopia: A Mixed Method Study
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Date
2025-10-01
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Addis Ababa University
Abstract
Background: Patient Satisfaction with Pharmacy Services Is a Healthcare Quality Indicator Impacting Treatment Adherence and Health Outcome. Given The Paucity of Research on Patient Satisfaction in the Study Area, This Study Assesses Satisfaction, Improvement Areas and Provide Actionable Evidence for Policy Makers and Facility Managers.
Objective: To Assess Patient Satisfaction with Outpatient Pharmacy Services in Public Health Facilities in Metekel Zone, Benishangul-Gumuz Regional State, Ethiopia.
Methods: A Mixed-Methods Sequential Explanatory Study Was Done in Public Health Facilities from August 1, 2023 to November 20, 2024. Quantitative Data Analysis Included Descriptive Statistics and Non-Parametric Tests. Multivariable Tobit Regression Analysis Was Used to Identify Factors Associated with Satisfaction Score. For The Qualitative Component, 28 Key Informants (12 Patients And 16 Pharmacy Professionals) Were Selected by Purposive Sampling. The In-Depth Interviews Continued Until Data Saturation Was Reached. The Audio-Taped Data Was Analyzed Using Inductive Thematic Analysis.
Results: Four Hundred Sixteen Patients Participated with the Majority Being Female (60.3%) And Urban Residents (56.3%). The Median Patient Satisfaction Score Was 47.0. While Most Patients Were Satisfied with the Approach and Communication of the Professionals, Satisfaction Was Low Regarding Medication Instruction (18.0% Strongly Satisfied) And Medicine Availability (53.4% Dissatisfied/Strongly Dissatisfied). Multivariable Tobit Regression Analysis Showed That Location of the Pharmacy Setting, Private Counseling Area and Waiting Area Were Significantly Associated with Satisfaction Score (P < 0.05). In The Qualitative Component, Perceptions of the Key Informants Were Categorized into Three Main Themes: Structural Aspects of the Pharmacy Setting, Pharmacy Service Process and Pharmacy Service Outcomes.
Conclusion: The Study Demonstrated That Patients Experienced Low Overall Satisfaction. Key Dissatisfaction Areas Included Availability of Medicine, Medication Instruction and Structural Aspects of the Pharmacy Premises. Factors Such As Pharmacy Location, Private Counseling Area and Waiting Area Significantly Influenced Satisfaction. Therefore, Interventions to Improve Structural Aspects of the Pharmacy, Availability of Medicines and Medication Instructions Are Recommended to Enhance Service Quality and Patient Experience.
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Patient Satisfaction, Health Facilities, Pharmacy Services, Ethiopia