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Patient Satisfaction with Community Pharmacies Services: A Cross-Sectional Survey from Punjab; Pakistan

Author

Listed:
  • Muhammad Majid Aziz

    (Department of Pharmacy Administration and Clinical Pharmacy, School of Pharmacy, Xi’an Jiaotong University, Xi’an 710061, China
    The Center for Drug Safety and Policy Research, Xi’an Jiaotong University, Xi’an 710061, China
    Global Health Institute, Xi’an Jiaotong University, Xi’an 710061, China
    Shaanxi Center for Health Reform and Development Research, Xi’an 710061, China)

  • Wenjing Ji

    (Department of Pharmacy Administration and Clinical Pharmacy, School of Pharmacy, Xi’an Jiaotong University, Xi’an 710061, China
    The Center for Drug Safety and Policy Research, Xi’an Jiaotong University, Xi’an 710061, China
    Global Health Institute, Xi’an Jiaotong University, Xi’an 710061, China
    Shaanxi Center for Health Reform and Development Research, Xi’an 710061, China)

  • Imran Masood

    (Department of Pharmacy, Faculty of Pharmacy and Alternative Medicine, Railway Road Campus, Islamia University, Bahawalpur 63100, Pakistan)

  • Muhammad Farooq

    (Faculty of pharmacy, University of Lahore, Lahore 54000, Pakistan)

  • Muhammad Zubair Malik

    (Department of Pharmacy, University of Sargodha, University Road Sargodha, Punjab 40100, Pakistan)

  • Jie Chang

    (Department of Pharmacy Administration and Clinical Pharmacy, School of Pharmacy, Xi’an Jiaotong University, Xi’an 710061, China
    The Center for Drug Safety and Policy Research, Xi’an Jiaotong University, Xi’an 710061, China
    Global Health Institute, Xi’an Jiaotong University, Xi’an 710061, China
    Shaanxi Center for Health Reform and Development Research, Xi’an 710061, China)

  • Minghuan Jiang

    (Department of Pharmacy Administration and Clinical Pharmacy, School of Pharmacy, Xi’an Jiaotong University, Xi’an 710061, China
    The Center for Drug Safety and Policy Research, Xi’an Jiaotong University, Xi’an 710061, China
    Global Health Institute, Xi’an Jiaotong University, Xi’an 710061, China
    Shaanxi Center for Health Reform and Development Research, Xi’an 710061, China)

  • Naveel Atif

    (Department of Pharmacy Administration and Clinical Pharmacy, School of Pharmacy, Xi’an Jiaotong University, Xi’an 710061, China
    The Center for Drug Safety and Policy Research, Xi’an Jiaotong University, Xi’an 710061, China
    Global Health Institute, Xi’an Jiaotong University, Xi’an 710061, China
    Shaanxi Center for Health Reform and Development Research, Xi’an 710061, China)

  • Yu Fang

    (Department of Pharmacy Administration and Clinical Pharmacy, School of Pharmacy, Xi’an Jiaotong University, Xi’an 710061, China
    The Center for Drug Safety and Policy Research, Xi’an Jiaotong University, Xi’an 710061, China
    Global Health Institute, Xi’an Jiaotong University, Xi’an 710061, China
    Shaanxi Center for Health Reform and Development Research, Xi’an 710061, China)

Abstract

Purpose : Patient satisfaction can identify specific areas of improvement in community pharmacy services. Currently in Pakistan, no evidence exists in this regard. This study was conducted to determine the needs of patients and the current standards of pharmacies. Methods : A cross-sectional study was conducted between October 2016 and June 2017. A pilot tested questionnaire was used to collected the data from 1088 patients of 544 community pharmacies. Likert scale and one way ANOVA was used to analyze the data. Results : The response rate of community pharmacies was 80% and that of purchasers was 68.1%. The mean age of participants was 35.2 years. The mean overall satisfaction score of participants was 2.78/5.00. Many patients were dissatisfied (1.65/5.00) with parking facilities provided by pharmacies. Pharmacy service time fulfilled the requirements of most patients (4.16/5.00). The counseling person’s good attitude (3.99/5.00) was credited by purchasers. Level of patient satisfaction with the availability of medicines (3.19/5.00), safe storage of medicines in pharmacy stores (3.66/5.00), and quality of medicines (3.41/5.00) were almost moderate. Many patients were very satisfied (4.35/5.00) with readable instructions for their medications. Approximately half of the patients were dissatisfied with the waiting time. Many patients were also dissatisfied (2.28/5.00) with the knowledge of the counseling person. Patients perceived that staff interest in patient recovery (2.24/5.00) was low. No significant difference in level of satisfaction with regard to participant’s characteristics was found. Conclusions : The current study demonstrated a low level of patient satisfaction with regard to community pharmacy services in Pakistan. These services need improvement.

Suggested Citation

  • Muhammad Majid Aziz & Wenjing Ji & Imran Masood & Muhammad Farooq & Muhammad Zubair Malik & Jie Chang & Minghuan Jiang & Naveel Atif & Yu Fang, 2018. "Patient Satisfaction with Community Pharmacies Services: A Cross-Sectional Survey from Punjab; Pakistan," IJERPH, MDPI, vol. 15(12), pages 1-14, December.
  • Handle: RePEc:gam:jijerp:v:15:y:2018:i:12:p:2914-:d:191812
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    Citations

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    Cited by:

    1. Muhammad Majid Aziz & Minghuan Jiang & Imran Masood & Jie Chang & Shan Zhu & Muhammad Ali Raza & Wenjing Ji & Caijun Yang & Yu Fang, 2019. "Patients’ Anticipation for the Pharmacies of Rural Communities: A Qualitative Study from Pakistan," IJERPH, MDPI, vol. 16(1), pages 1-14, January.
    2. Jinlin Liu & Ying Mao, 2019. "Patient Satisfaction with Rural Medical Services: A Cross-Sectional Survey in 11 Western Provinces in China," IJERPH, MDPI, vol. 16(20), pages 1-15, October.
    3. Xiaojing Fan & Min Su & Yaxin Zhao & Duolao Wang, 2021. "Dissatisfaction with Local Medical Services for Middle-Aged and Elderly in China: What Is Relevant?," IJERPH, MDPI, vol. 18(8), pages 1-12, April.
    4. Faiz Ullah Khan & Farman Ullah Khan & Khezar Hayat & Tawseef Ahmad & Amjad Khan & Jie Chang & Usman Rashid Malik & Zakir Khan & Krizzia Lambojon & Yu Fang, 2021. "Knowledge, Attitude, and Practice on Antibiotics and Its Resistance: A Two-Phase Mixed-Methods Online Study among Pakistani Community Pharmacists to Promote Rational Antibiotic Use," IJERPH, MDPI, vol. 18(3), pages 1-16, February.
    5. Muhammad Atif & Wajiha Razzaq & Irem Mushtaq & Iram Malik & Madiha Razzaq & Shane Scahill & Zaheer-Ud-Din Babar, 2020. "Pharmacy Services beyond the Basics: A Qualitative Study to Explore Perspectives of Pharmacists towards Basic and Enhanced Pharmacy Services in Pakistan," IJERPH, MDPI, vol. 17(7), pages 1-15, March.

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