Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system
19
Citation
17
Reference
10
Related Paper
Citation Trend
Abstract:
Purpose The purpose of this paper is to determine patient expectation and perception of pharmaceutical care services in order to measure the level of patient satisfaction provided by Indonesia’s health coverage (IHC) system. Design/methodology/approach A patient satisfaction survey was conducted at primary-level and secondary-level health facilities operating under IHC system. The assessment was performed using a closed-ended questionnaire that had been tested for validity and reliability. The patients’ point of view was evaluated based on their expectation and perception of six dimensions of the pharmaceutical care services they had received. Patient satisfaction was calculated based on the gap between their expectation and their perception. Findings A total of 602 patients participated in this research. The levels of the patients’ expectation of the pharmaceutical care services provided at primary-level health facilities range from high (3.39) to very high (3.54), whereas at secondary-level health facilities, the range was from low (2.04) to very high (3.75). This indicates that patients have a higher expectation of the provided pharmaceutical care services compared to the actual experience of the healthcare services that they received, resulting in a low value in the measurement of patient satisfaction levels. Originality/value The high level of patient expectation is an opportunity for pharmacists at both primary-level and secondary-level health facilities to continue developing pharmaceutical care services. Improving drug information service, patient counseling and reducing patient waiting time can be good ways to increase patient satisfaction within pharmaceutical care services.Keywords:
Pharmaceutical Care
Pharmaceutical Care
Cite
Citations (26)
Background: The purpose of this study was to validate previously published satisfaction scales in larger and more diversified patient populations; to expand the number of community pharmacies represented; to test the robustness of satisfaction measures across a broader demographic spectrum and a variety of health conditions; to confirm the three-factor scale structure; to test the relationships between satisfaction and consultation practices involving pharmacists and pharmacy students; and to examine service gaps and establish plausible norms. Methods: Patients completed a 15-question survey about their expectations regarding pharmaceutical care-related activities while shopping in any pharmacy and a parallel 15 questions about their experiences while shopping in this particular pharmacy. The survey also collected information regarding pharmaceutical care consultation received by the patients and brief demographic data. Results: A total of 628 patients from 55 pharmacies completed the survey. The pilot study's three-factor satisfaction structure was confirmed. Overall, satisfaction measures did not differ by demographics or medical condition, but there were strong and significant store-to-store differences and consultation practice advantages when pharmacists or pharmacists-plus-students participated, but not for consultations with students alone. Conclusion: Patient satisfaction can be reliably measured by surveys structured around pharmaceutical care activities. The introduction of pharmaceutical care in pharmacies improves patient satisfaction. Service gap details indicated that pharmacy managers need to pay closer attention to various consultative activities involving patients and doctors. Keywords: patient expectations, patient experiences, advanced pharmacy practice experience, medication management
Pharmaceutical Care
Demographics
Cite
Citations (28)
Pharmaceutical Care
ANTIRETROVIRAL AGENTS
Cite
Citations (23)
Objective:To explore the practices and effectiveness to create high-quality nursing service demonstration ward.Methods:Taking patients as the center,around the patient to carry out high-quality nursing service,to strengthen basic nursing,nursing mode for innovation,service content,pay attention to humanistic care,nursing service continuously to provide patients with safe,high-quality,satisfaction.Results:The creation of high-quality nursing service demonstration ward,patients nursing implementation rate,the rate and patient satisfaction,improve patient complaints was significantly reduced.Conclusion:The creation of high-quality nursing service demonstration ward,truly realize the zero distance of nurse-patient relationship,establish the high-quality nursing service brand,has been widely praised in all sectors of society,and achieved good social,economic benefits,achieve let patient satisfaction,social satisfaction.
Cite
Citations (0)
Background
Patients’ satisfaction reflects the quality of service provided by healthcare professionals. A survey was conducted to assess the degree of patient satisfaction with the attention received in a hospital pharmacy and to identify points for improvement.Purpose
To validate a questionnaire in order to assess patient satisfaction with pharmaceutical care received in the Outpatients Area in a tertiary Hospital Pharmacy.Materials and methods
The survey was performed within May 2013 and it was offered to all patients served in two different areas of the pharmacy (laboratory and outpatients). The questionnaire consisted of two parts. The first included 7 questions related to patient counselling, organisation and professional relationship with the pharmacist and one question about global satisfaction. They was measured by an analogue scale (0–5 acceptable, 6–7 satisfactory, 8–9 very satisfactory and 10 excellent). The second part contained 13 questions related to managing treatment, drug information, confidentiality and adherence.Results
397 questionnaires were successfully completed: 58% patients collected their own medicines and 34% authorised relatives to do so. Most of them assessed global attention as excellent (52.4%), very satisfactory (30%), satisfactory (7.3%) and acceptable (2.3%). Regarding organisation, 66.6% of people served were informed about their medicines. In relation to this information, 75% knew what the treatment was for. 66.7% of them declared they were adherent and 9% had sometimes forgotten to take it. 75.3% of people considered they were treated with confidentiality and 1.2% disagreed. 54% of patients had attended the Pharmacy for more than one year. 34% had received written information at the beginning.Conclusions
The survey developed is a reliable and valid instrument for assessing patient satisfaction. It shows a high rate of satisfaction with pharmaceutical attention received. Written information was established recently. No conflict of interest.Pharmaceutical Care
Hospital pharmacy
Cite
Citations (0)
Pharmaceutical Care
Validity
Cite
Citations (18)
Objective The main aim of this study was to examine the overall satisfaction with health care among a multi-ethnic primary healthcare practice population. The second aim was to explore the relations between satisfaction/dissatisfaction and sociodemographic characteristics, health status, healthcare utilisation and medicine use in Jordbro,Haninge,Sweden. Method The study included 1055 out of 1442 consecutive adult patients visiting a Swedish healthcare centre. The relationship between satisfaction and socio-demographic characteristics, perceived health, chronic disease, complaint symptom, consultations with the general practitioner (GP) and healthcare need was assessed using final logistic regressionanalysis.Results Age, perceived health and complaint symptoms were related to patient satisfaction with health care in the univariate analysis. However, only age and healthcare need remained significantly and independently related to patient satisfaction in thelogistic regression analyses when the impact of all confounders was taken into account. Age under 65 years and healthcare need were the strongest predictors of dissatisfaction with health care. Poor perceived health and low numbers of consultationswith the GP were related to reporting that healthcare need was not met.Conclusion Age and healthcare need were significantly and independently related to patient satisfaction in the logistic regression analysis adjusted for all confounders. Poor perceived health was related to dissatisfaction and unmet healthcare need in the univariate analyses. Maintaining a continuous relationship with patients with poor perceived health is essential, and efforts should be made to improve the quality of care for these patients.
Complaint
Cite
Citations (11)
Background: The growing drive in South Africa to contain medicine cost has seen the emergence of postal pharmacy as an alternative mechanism to dispense chronic medicines. Patient satisfaction with pharmaceutical services has received limited attention in South Africa.Aim: The aim of this study was to compare the level of patient satisfaction with pharmaceutical services between postal and community pharmacies.Setting: The research was conducted in the eThekwini Municipality, KwaZulu- Natal Province, South Africa in July and August 2014.Methods: A cross-sectional quantitative study using a randomised, telephonic questionnaire survey was conducted. Selected land telephone numbers were called until a sample size of 250 community pharmacy participants and 125 postal pharmacy participants was obtained.Results: Nine hundred and five telephone calls were made to obtain a sampling frame of 375 (41.44%) respondents, 250 for community and 125 for postal. After adjusting overall satisfaction by removing financial satisfaction, there was no significant difference between satisfaction in the two groups (p = 0.471). Postal pharmacy participants reported a higher level of financial satisfaction (p = 0.001). Community pharmacy participants reported a higher level of satisfaction with counselling or explanation (p = 0.028) and less medicine wastage (p < 0.001).Conclusions: Patient satisfaction with pharmaceutical services provided by either community or postal pharmacy was not significantly different. However, community pharmacies tend to address patients’ specific concerns more effectively. With the move to National Health Insurance, policymakers need to ensure that they provide high-quality pharmaceutical services and are more inclusive of community pharmacies to deliver quality care.
Sampling frame
Cross-sectional study
Telephone survey
Cite
Citations (7)
Objective: This study examined patient satisfaction with pharmaceutical care of selected domains at primary care centers of Ministery of Health in Saudi Arabia as a pilot study Methods: It is a cross-sectional self- administered survey of pharmaceutical care at selected primary care centers. The survey contains two parts; the first part was demographic data about the patients, the second part was several domains about various pharmaceutical care services. This survey had distributed to three primary care centers at the east providence, middle region, and east providence. The 5-point Likert response scale system used with Arabic and English language. All data and variables analyzed by Microsoft Excel program version 10 and statistical package of social science (SPSS) version 20. Results: The study survey sample size was 862 with response rate 45.85%, Of that 77.3 % were male, 22.62% were female. The average age was 39.6. The majority of patients were in very good health 319 (37%) and good health status 338 (39.21%). The highest score of patient satisfaction with domains was Medication Availability, patient counseling, and Pharmacist and Patient Relationships. The lowest score of patient satisfaction with domains was pharmacy communication and medication reconciliation. The patients showed overall satisfied with pharmaceutical care at primary care center pharmacies with average score 4.01 of the maximum score of 5, without any difference between three centers (p>0.05). Conclusion: Patient satisfaction with pharmaceutical care was very goods. It reflected good pharmacy services offered to the patients with emphasis to patient counseling to patients and pharmacist patient relationships. The pharmacy communication and medication reconciliation should be reviewed to prevent drug-related problems and improve pharmaceutical care at MOH primary care centers in Saudi Arabia.
Key word: Satisfaction, Patient, Pharmaceutical Care, Primary Care Center, Ministry of Health, Saudi Arabia, .
Pharmaceutical Care
Christian ministry
Cite
Citations (33)