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Factors associated with patient satisfaction towards pharmacy services among out-patients attending public health clinics: Questionnaire development and its application

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  • Aniza Ismail
  • Yan Nee Gan
  • Norfazilah Ahmad

Abstract

Introduction: Patient satisfaction is widely used to measure quality of healthcare by identifying potential areas for improvement. Aim of study is to assess patient satisfaction towards pharmacy services and its associated factors using newly developed questionnaire among outpatients attending public health clinics. Materials and methods: Public Health Clinic Patient Satisfaction Questionnaire (PHC-PSQ) towards pharmacy services was developed using exploratory factor analysis and Cronbach’s α. A cross-sectional study was conducted among 400 patients visiting the pharmacy in three randomly selected public health clinics recruited via systematic random sampling. Data was collected using a set of questionnaire including PHC-PSQ. Factors associated with patient satisfaction was analysed using multiple linear regression. Results: Final PHC-PSQ consisted of three domains (administrative competency, technical competency and convenience of location) and 22 items with 69.9% total variance explained. Cronbach's α for total items was 0.96. Total mean score for patient satisfaction was 7.56 (SD 1.32). Older age and higher education were associated with lower patient satisfaction mean score. Patients who had visited the pharmacy more than once in the past three months, perceived to be in better health status and had a more correct general knowledge of pharmacists expressed higher patient satisfaction mean score. Conclusions: PHC-PSQ is a newly developedtool to measure patient satisfaction towards pharmacy services in public health clinics in Malaysia. Patient satisfaction was relatively high. Age, education, frequency of visit, self-perceived health status and general knowledge of pharmacists were factors significantly associated with patient satisfaction.

Suggested Citation

  • Aniza Ismail & Yan Nee Gan & Norfazilah Ahmad, 2020. "Factors associated with patient satisfaction towards pharmacy services among out-patients attending public health clinics: Questionnaire development and its application," PLOS ONE, Public Library of Science, vol. 15(11), pages 1-12, November.
    • Handle: RePEc:plo:pone00:0241082
    DOI: 10.1371/journal.pone.0241082
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    References listed on IDEAS

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    1. Sunkyung Lee & Onyeka Peter Godwin & Kyungah Kim & Euni Lee, 2015. "Predictive Factors of Patient Satisfaction with Pharmacy Services in South Korea: A Cross-Sectional Study of National Level Data," PLOS ONE, Public Library of Science, vol. 10(11), pages 1-9, November.
    2. Jackson, Jeffrey L. & Chamberlin, Judith & Kroenke, Kurt, 2001. "Predictors of patient satisfaction," Social Science & Medicine, Elsevier, vol. 52(4), pages 609-620, February.
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    1. Anwar Brhan Gidey & Taklo Simeneh Yazie & Tegegne Bogale & Tesfaye Molla Gulente, 2021. "Magnitude of client satisfaction and its associated factors with outpatient pharmacy service at Dubti General Hospital, Afar, North East Ethiopia: A cross sectional study," PLOS ONE, Public Library of Science, vol. 16(11), pages 1-11, November.

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