Determinants of Patient Satisfaction with Discharge Pharmacy Services at a Tertiary Care Center in Jeddah, KSA.

IF 2.1 Q3 PHARMACOLOGY & PHARMACY Integrated Pharmacy Research and Practice Pub Date : 2024-09-18 eCollection Date: 2024-01-01 DOI:10.2147/IPRP.S477216
Abdullah M Alzahrani, Razan Rambo, Fahad Alotain, Anjum Naeem, Rami M Alzhrani, Mohammad A Albaradi, Shoeb Althubiani, Shahd E Sharaf, Ali F Alwadie, Mohammad S Alzahrani, Noor T AlSebaih, Randa H Ainosah, Yahya A Alzahrani
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Abstract

Purpose: 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.

Patients and methods: 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.

Results: 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).

Conclusion: 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.

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沙特吉达一家三级医疗中心患者对出院药房服务满意程度的决定因素。
目的:患者对药房服务(尤其是门诊和出院药房服务)的满意度已成为评估医疗质量的重要指标。然而,在沙特阿拉伯王国(KSA),有关出院药房服务患者满意度的研究十分有限。本研究旨在系统地调查和界定在出院药房服务领域对患者满意度产生重大影响的各种与患者相关和非患者相关的因素:这项横断面研究在吉达阿卜杜勒-阿齐兹国王医疗城(KAMC-J)进行,为期三个月。样本量采用单一人口比例公式确定,所需样本量为 384 名患者。问卷采用经过验证的李克特五点满意度量表,从 "非常不满意"(1 分)到 "非常满意"(5 分)进行评价。数据收集人员接受了培训,并获得了参与者的书面同意,面对面填写问卷的时间为 5-10 分钟:这项研究涵盖了 437 名参与者,主要为男性(59%),受过大学教育(45.3%),大部分居住在吉达(67.3%)。值得注意的是,84.4% 的人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,咨询理解、药剂师礼貌和药剂师回答问题的方式得分较高(分别为 4.94±0.31、4.94±0.27、4.94±0.32),但了解可能的副作用(4.30±1.30)和药房位置(4.57±0.99)得分较低。在逻辑回归中,就诊时间为 10-15 分钟和少于 10 分钟的受访者显著(p 结论:受访者在就诊时间和就诊地点方面的满意度显著低于其他受访者:总之,研究结果表明,相当一部分患者对 KAMC-J 的出院药房服务感到满意,而就诊时间和住院时间是影响其满意度的关键因素。解决这些因素,同时优化药剂师与患者之间的沟通和药房服务效率,可以大大提高医药护理质量和患者体验。
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自引率
3.40%
发文量
29
审稿时长
16 weeks
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