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ORIGINAL ARTICLE
a
Clinical Pharmacist, Aljaber ENT hospital, Eastern Region Alahsa, Saudi Arabia
b
College of Clinical Pharmacy, King Faisal University, Eastern Region Alahsah, Saudi Arabia
KEYWORDS Abstract The current study aims to evaluate the patients level of satisfaction with health care ser-
Patients level of satisfaction; vices provided by the pharmacist at Aljaber ENT hospital, Eastern Region Alahsah, Kingdom of
Health care services; Saudi Arabia. A cross sectional study was planned from 1st March 2011 until 31st May 2011. A
Pharmacist; 27 item questionnaire was used, scoring of the responses was done to classify the patient satisfaction
Aljaber ENT hospital; into sublevels. The maximum possible score was 36; those scoring less than twenty were graded as
Kingdom of Saudi Arabia poor satisfaction level followed by moderate satisfaction level 2125, good satisfaction level 2630
and high satisfaction level 3136. Statistical package for social science version 13 was used to ana-
lyze data, One-way ANOVA and independent sample t-test were applied to see the differences in the
level of satisfaction. Every third patient visiting pharmacy was given a chance to participate in this
study. A total of N = 991 patients were randomized using the pharmacy appointment number. Of
whom 657 patients have shown willingness to participate in this study. The response rate of this
study was 66.30%, most of the respondents 383 (58.1%) were male ranging from the age group
of 2140 years with a mean age of 32 years SD 9.73. The mean score for all patients was 26.15
SD 3.4. Among all the demographic variables a signicant difference in satisfaction level was
found among in terms of age (df = 8, F = 8.36, p = <0.001*), gender (t = 4.089, df = 656,
p=<0.001*) and race (df = 2, F = 8.47, p = <0.001. The satisfaction level among Saudi nation-
als was least in comparison to Egyptians and others. In general, it is seen that respondents of age
5660 years were most satised with the healthcare services provided by the pharmacist. In addi-
tion, the satisfaction level was higher among female patients in comparison to men.
2012 King Saud University. Production and hosting by Elsevier B.V. All rights reserved.
128 (19.4%)
250 (37.9%)
333 (50.5%)
174 (26.4%)
item scale i.e. always, some times and not at all. Those selecting
148(22.6%)
133(20.2%)
181(27.5%)
241(35.6%)
79(12.0%)
97(14.7%)
46 (7.0%)
Not at all
51(7.7%)
always were graded with 3 score and it present a higher level of
satisfaction. While on the selection of second option i.e. some-
times, add a score of two to the total score of respondent.
Upon the selection of last option, i.e. not at all adds a score
of one to the respondents total score. However, for some items
413 (62.7%)
328 (49.8%)
168 (25.5%)
149 (22.6%)
207 (31.4%)
194 (29.4%)
235 (35.7%)
208 (31.6%)
240 (36.4%)
141 (21.4%)
169 (25.6%)
Some times
285(43.2%)
(i.e. item number; seven and eight) reverse scoring was done
(always was graded as one, sometimes was graded as two and
not at all was graded as three).
The maximum possible score for these 12 items was 36;
those scoring less than 20 were graded as poor satisfaction le-
394 (59.8%)
459 (69.7%)
406 (61.6%)
238 (36.1%)
337 (51.1%)
185 (28.0%)
316 (48.0%)
167(25.3%)
182(27.2%)
241(36.6%)
183(27.8%)
201(30.5%)
vel followed by moderate satisfaction level 2125, good satis-
Always
faction level 2630 and high satisfaction level 3136 (Fig. 1).
Pharmacist was condent and he has explained the benet of the drug that will help me to recover
4. Results
The pharmacy window or pharmacy area is noisy
350
321 (48.71%)
300
250
216 (32.77%)
200
150
100
69 (10.47%)
53 (8.04%)
50
0
Poor Satisfaction Moderate Satisfaction Good Satisfaction Highly Satisfied 31-
Level 18-20 Level 21-25 Level 26-30 34
Table 4
S.No.
12
1
2
3
4
5
6
7
8
9
satisfaction.
A study investigating the level of satisfaction with the health services provided by the Pharmacist at ENT hospital 259
4.1. Respondents health status and purpose of visit information provided by pharmacist. In addition, about 20
27.0% of the respondents remain deprived of the right drug
Most of the respondents have graded their health status as information about the right dose/interaction and side effects
moderate 328 (49.8%), followed by poor 283 (43.0%). Nearly of drugs (Table 4). Scoring of responses has shown that the
17.65% of the respondents have reported comorbid hyperten- mean satisfaction score for respondents was 26.0 3.40
sion. Majority 188 (28.5%) were visiting the hospital due to (Range 1834). Satisfaction score was found variable among
eye and mix complications (Table 2), either to seek consultancy the groups particularly the age of respondents. Overall, it is
132 (20.0%) or for checkup 481 (73.0%). seen that respondents aged 5060 were found most satised
with the pharmacy services with a mean score of
4.2. Patient interaction with pharmacist 32.23 2.77 (df = 8, F = 8.36, p=<0.001*). Similarly, there
were signicant differences in terms of nationality and gender
(Table 5).
It was surprising to see that only 511 (77.6%) have ever heard
of pharmacist during their visit to hospital. In response to the
question about the role of pharmacist in disease recovery, 434 5. Discussion
(65.9%) of the respondents mention that pharmacists have ma-
jor role in disease recover. However, it was amazing to see that In health care services, patient satisfaction is considered as one
402 (61.0%) of the respondents have disclosed a poor interac- of the main factors that help the stakeholder to improve the
tion with pharmacist. In about, 566 (85.9%) of cases the lan- quality of the health services. Globally, the criteria to measure
guage used during communication was Arabic. Most 613 the patient satisfaction vary markedly. Different cultural set-
(93.0%) of the respondents were found most convenient to tings have different needs or expectation that affect the overall
communicate with Saudi pharmacist than the Egyptian and satisfaction with the health care services. To our knowledge,
others (Table 3). this was the rst effort to evaluate the consumer view about
the pharmacy services in Eastern Region, Kingdom of Saudi
4.3. Respondents level of satisfaction with the pharmacy services Arabia. The results of this patient satisfaction survey indicated
that there was good consumer satisfaction with the pharmacy
Exploration of respondents satisfaction with the pharmacy encounters. The items that received high satisfaction scores
services reveals a moderate to good satisfaction level (Fig. 1). were pharmacist was always available, pharmacist provides
Majority disclosed that the pharmacy area was noisy. About thorough explanations/clear labeling of drugs, pharmacists
148 (22.6%) disclosed a lack of willingness from the side of politeness, and prompt services (Kamei et al., 2001). Some of
pharmacist to know about their problem. Nearly 61.2% of these items may not be strong factors inuencing satisfaction
the respondents mention that they did not understand the in some other places.
260 M. Alturki, T.M. Khan