Assessment of patient satisfaction towards auditable pharmaceutical transactions and services implemented in outpatient hospital pharmacy in Ethiopia

Ayalew Adinew; Mamo Feyissa; Berhanu Tadesse; Birhanu Demeke; Tamrat Assefa; Mahdi Abdella; Edessa Diriba; Regasa Bayisa; Elias Geremew; Fikresilasie Alemu; Edmealem Ejigu; Tesfaye Seifu; Aschalew Nardos; Demelash Dejene; Mekete Mideksa; Natnael Solomon

doi:10.1186/s40545-021-00372-1

Assessment of patient satisfaction towards auditable pharmaceutical transactions and services implemented in outpatient hospital pharmacy in Ethiopia

J Pharm Policy Pract. 2021 Oct 19;14(1):83. doi: 10.1186/s40545-021-00372-1.

Authors

Affiliations

¹ USAID Global Health Supply Chain Program-Procurement and Supply Management (GHSC-PSM)-Ethiopia, Addis Ababa, Ethiopia.
² Department of Pharmacology and Clinical Pharmacy, School of Pharmacy, College of Health Sciences, Addis Ababa University, P.O. Box: 9086, Addis Ababa, Ethiopia. mamo.feyissa@aau.edu.et.
³ Pharmaceutical and Medical Equipment Directorate, Federal Ministry of Health-Ethiopia (PMED/FMoH), Addis Ababa, Ethiopia.
⁴ School of Pharmacy, College of Health Sciences, Wollo University, Dessie, Ethiopia.
⁵ Department of Pharmacology and Clinical Pharmacy, School of Pharmacy, College of Health Sciences, Addis Ababa University, P.O. Box: 9086, Addis Ababa, Ethiopia.
⁶ School of Pharmacy, College of Health Sciences, Awassa University, Awassa, Ethiopia.
⁷ Sidama Regional State, Health Bureau, Awassa, Ethiopia.

Abstract

Background: Patient satisfaction is a widely used indicator to measure quality of pharmacy services. Currently, a transformational pharmacy service called auditable pharmaceutical transactions and services is being implemented nationally in Ethiopia. However, there is a dearth of evidence regarding the national impact of this system on patient satisfaction.

Objective: To assess patient satisfaction in hospital pharmacies that have implemented auditable pharmaceutical transactions and services in Ethiopia.

Method: This is a national study conducted based on a cross-sectional study design. Data were collected using a structured questionnaire from September 5 to October 5, 2020. The collected data was analyzed using spreadsheet excel and Statistical Package for the Social Sciences (SPSS) version 23. The proportions, ratios, and percentages were used for presenting data. A binary logistic regression test was used to determine the association of patient satisfaction with dispensary infrastructure, medicines availability, scores of labeling, and scores of patient knowledge on dispensed medicines. A p value < 0.05 was considered statistically significant.

Result: A total of 650 participants were included in this study for whom a total of 1422 medicines were prescribed which gives an average of 2.19 medicine per patient. The availability of the prescribed medicines in the pharmacies was 1061 (75%), and the affordability of medicines was 1.93 WD that indicates an unaffordable price. The average written medication labels score of 3.1 out of 8 points and the average patient knowledge score for correct usage of medicines was 4.5 out of 6 points. Overall, 585 (90%) of patients reported being satisfied with pharmacy services; the counseling skill of pharmacists 609 (93.7%), and dispensing area 607 (93.4%) cited the most. The only significantly associated factor for satisfaction was the infrastructure of the pharmacy.

Conclusion: Overall satisfaction of patients with the auditable pharmaceutical transactions and services implemented in hospital pharmacy services was generally high. The participants were most satisfied with the pharmacist counseling and dispensary area. The medication availability is moderate but the cost is unaffordable. Advanced infrastructures have resulted in a significant improvement in patient satisfaction.

Keywords: APTS; Hospital pharmacy; Patient’s satisfaction; Pharmacy services.