Patients'/Clients' Expectation Toward and Satisfaction from Pharmacy Services

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Ayalew, Mohammed Biset
Taye, Kaleab
Asfaw, Daniel
Lemma, Bethlehem
Dadi, Filagot
Solomon, Habtamu
Tazeze, Haile
Tsega, Bayew
Griffith University Author(s)
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2017
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Abstract

OBJECTIVE: Satisfaction is becoming a popular health-care quality indicator as it reflects the reality of service or care provided. The aim of this study was to assess the level of patients' expectation toward and satisfaction from pharmacy service provided and to identify associated factor that might affect their expectation and satisfaction. METHODS: A cross-sectional study was conducted on 287 patients, who were served in five pharmacies of Gondar University Hospital in May 2015. Data regarding socio-demographic characteristics and parameters that measure patients' expectation and satisfaction were collected through interview using the Amharic version of the questionnaire. Data were entered into SPSS version 21, and descriptive statistics, cross-tabs, and binary logistic regressions were utilized. P < 0.05 was used to declare association. FINDINGS: Among 287 respondents involved in the study, 149 (51.9%) claimed to be satisfied with the pharmacy service and setting. Two hundred and twenty-nine (79.4%) respondents have high expectation toward gaining good services. Even though significant association was observed between the pharmacy type and patients level of satisfaction, sociodemographic characteristics of a patient were not found to predict the level of satisfaction. There is a higher level of expectation among study participants who earn higher income per month (>(2000 Ethiopian birr [ETB]) than those who get less income (<1000 ETB). CONCLUSION: Although patients have a higher level of expectation toward pharmacy services, their satisfaction from the service was found to be low.

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Journal of Research in Pharmacy Practice

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6

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1

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© 2017 Journal of Research in Pharmacy Practice | Published by Wolters Kluwer - MedknowThis is an open access article distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License, which allows others to remix, tweak, and build upon the work non-commercially, as long as the author is credited and the new creations are licensed under the identical terms.

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Health policy

Pharmacology and pharmaceutical sciences

Science & Technology

Life Sciences & Biomedicine

Pharmacology & Pharmacy

Ethiopia

expectation

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Ayalew, MB; Taye, K; Asfaw, D; Lemma, B; Dadi, F; Solomon, H; Tazeze, H; Tsega, B, Patients'/Clients' Expectation Toward and Satisfaction from Pharmacy Services, Journal of Research in Pharmacy Practice, 2017, 6 (1), pp. 21-26

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