Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital
Client satisfaction towards the pharmacist services is essential to measure the level of pharmacy services offered to clients and the implementation of pharmaceutical care in the hospital. A cross-sectional study was conducted to assess client satisfaction towards the pharmacist service from April 2...
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| Veröffentlicht in: | PloS one 2019-10, Vol.14 (10), p.e0224400-e0224400 |
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| description | Client satisfaction towards the pharmacist services is essential to measure the level of pharmacy services offered to clients and the implementation of pharmaceutical care in the hospital.
A cross-sectional study was conducted to assess client satisfaction towards the pharmacist service from April 20 to 30, 2019 at OPD pharmacy of Tikur Anbessa Specialized Hospital (TASH). Clients fulfilling the inclusion criteria were interviewed by using a five scale Likert scale. Then data was entered and analyzed using SPSS version 21. The results of the study were presented using table, frequency, and percentage. A binary logistic regression was also employed. The association was declared at p |
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A cross-sectional study was conducted to assess client satisfaction towards the pharmacist service from April 20 to 30, 2019 at OPD pharmacy of Tikur Anbessa Specialized Hospital (TASH). Clients fulfilling the inclusion criteria were interviewed by using a five scale Likert scale. Then data was entered and analyzed using SPSS version 21. The results of the study were presented using table, frequency, and percentage. A binary logistic regression was also employed. The association was declared at p<0.05.
In this study 250 study participants were included. Majority of the participants were males (56.4%, n = 141) with the mean (±standard deviation) age of 38.97±13.73. The mean satisfaction was 51.6%. Study participants perception on pharmacy staff number insufficiency (AOR = 0.32, 95%CI: 0.17, 0.59) and their perception towards the waiting area scored as somewhat fair (AOR = 0.50 (0.27, 0.94) and not convenient (AOR = 0.18 (0.06, 0.56) were negatively associated with their satisfaction.
In this study, study participants have an overall satisfaction of above 50%. Respondent satisfaction for pharmacist approach or communication skill was higher than their satisfaction towards the medication guidance given to them. Study participants perception of the waiting area and staff number sufficiency for the service were significant predictors of their satisfaction. Hence, the TASH administration is expected to improve such pharmaceutical service areas to meet patient demands.</description><identifier>ISSN: 1932-6203</identifier><identifier>EISSN: 1932-6203</identifier><identifier>DOI: 10.1371/journal.pone.0224400</identifier><identifier>PMID: 31665162</identifier><language>eng</language><publisher>United States: Public Library of Science</publisher><subject>Adult ; Analysis ; Clients ; Communication skills ; Computer and Information Sciences ; Contract manufacturing ; Cross-Sectional Studies ; Customer satisfaction ; Data Collection ; Ethiopia ; Female ; Health sciences ; Hospital Units - standards ; Hospitals, Special - standards ; Humans ; Low income groups ; Male ; Males ; Medical personnel ; Medicine and Health Sciences ; Middle Aged ; Oncology ; Outpatients ; Patient Satisfaction ; Pediatrics ; People and Places ; Perception ; Pharmaceutical care ; Pharmaceutical industry ; Pharmaceutical Services - standards ; Pharmaceuticals ; Pharmacists ; Pharmacology ; Pharmacy ; Professionals ; Quality ; Questionnaires ; Regression analysis ; Research and Analysis Methods ; Sample size ; Service areas ; Services ; Teaching hospitals</subject><ispartof>PloS one, 2019-10, Vol.14 (10), p.e0224400-e0224400</ispartof><rights>COPYRIGHT 2019 Public Library of Science</rights><rights>2019 Semegn, Alemkere. This is an open access article distributed under the terms of the Creative Commons Attribution License: http://creativecommons.org/licenses/by/4.0/ (the “License”), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.</rights><rights>2019 Semegn, Alemkere 2019 Semegn, Alemkere</rights><lds50>peer_reviewed</lds50><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c692t-9f23aae27c133cf83badbc1ea8664c23c676299029400819482c01340b006f903</citedby><cites>FETCH-LOGICAL-c692t-9f23aae27c133cf83badbc1ea8664c23c676299029400819482c01340b006f903</cites><orcidid>0000-0002-8728-7600</orcidid></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://www.ncbi.nlm.nih.gov/pmc/articles/PMC6821072/pdf/$$EPDF$$P50$$Gpubmedcentral$$Hfree_for_read</linktopdf><linktohtml>$$Uhttps://www.ncbi.nlm.nih.gov/pmc/articles/PMC6821072/$$EHTML$$P50$$Gpubmedcentral$$Hfree_for_read</linktohtml><link.rule.ids>230,314,727,780,784,864,885,2102,2928,23866,27924,27925,53791,53793,79600,79601</link.rule.ids><backlink>$$Uhttps://www.ncbi.nlm.nih.gov/pubmed/31665162$$D View this record in MEDLINE/PubMed$$Hfree_for_read</backlink></links><search><contributor>Rovers, John</contributor><creatorcontrib>Semegn, Senait</creatorcontrib><creatorcontrib>Alemkere, Getachew</creatorcontrib><title>Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital</title><title>PloS one</title><addtitle>PLoS One</addtitle><description>Client satisfaction towards the pharmacist services is essential to measure the level of pharmacy services offered to clients and the implementation of pharmaceutical care in the hospital.
A cross-sectional study was conducted to assess client satisfaction towards the pharmacist service from April 20 to 30, 2019 at OPD pharmacy of Tikur Anbessa Specialized Hospital (TASH). Clients fulfilling the inclusion criteria were interviewed by using a five scale Likert scale. Then data was entered and analyzed using SPSS version 21. The results of the study were presented using table, frequency, and percentage. A binary logistic regression was also employed. The association was declared at p<0.05.
In this study 250 study participants were included. Majority of the participants were males (56.4%, n = 141) with the mean (±standard deviation) age of 38.97±13.73. The mean satisfaction was 51.6%. Study participants perception on pharmacy staff number insufficiency (AOR = 0.32, 95%CI: 0.17, 0.59) and their perception towards the waiting area scored as somewhat fair (AOR = 0.50 (0.27, 0.94) and not convenient (AOR = 0.18 (0.06, 0.56) were negatively associated with their satisfaction.
In this study, study participants have an overall satisfaction of above 50%. Respondent satisfaction for pharmacist approach or communication skill was higher than their satisfaction towards the medication guidance given to them. Study participants perception of the waiting area and staff number sufficiency for the service were significant predictors of their satisfaction. Hence, the TASH administration is expected to improve such pharmaceutical service areas to meet patient demands.</description><subject>Adult</subject><subject>Analysis</subject><subject>Clients</subject><subject>Communication skills</subject><subject>Computer and Information Sciences</subject><subject>Contract manufacturing</subject><subject>Cross-Sectional Studies</subject><subject>Customer satisfaction</subject><subject>Data Collection</subject><subject>Ethiopia</subject><subject>Female</subject><subject>Health sciences</subject><subject>Hospital Units - standards</subject><subject>Hospitals, Special - standards</subject><subject>Humans</subject><subject>Low income groups</subject><subject>Male</subject><subject>Males</subject><subject>Medical personnel</subject><subject>Medicine and Health Sciences</subject><subject>Middle Aged</subject><subject>Oncology</subject><subject>Outpatients</subject><subject>Patient Satisfaction</subject><subject>Pediatrics</subject><subject>People and Places</subject><subject>Perception</subject><subject>Pharmaceutical care</subject><subject>Pharmaceutical industry</subject><subject>Pharmaceutical Services - standards</subject><subject>Pharmaceuticals</subject><subject>Pharmacists</subject><subject>Pharmacology</subject><subject>Pharmacy</subject><subject>Professionals</subject><subject>Quality</subject><subject>Questionnaires</subject><subject>Regression analysis</subject><subject>Research and Analysis Methods</subject><subject>Sample size</subject><subject>Service areas</subject><subject>Services</subject><subject>Teaching hospitals</subject><issn>1932-6203</issn><issn>1932-6203</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2019</creationdate><recordtype>article</recordtype><sourceid>EIF</sourceid><sourceid>ABUWG</sourceid><sourceid>AFKRA</sourceid><sourceid>AZQEC</sourceid><sourceid>BENPR</sourceid><sourceid>CCPQU</sourceid><sourceid>DWQXO</sourceid><sourceid>GNUQQ</sourceid><sourceid>DOA</sourceid><recordid>eNqNk01v1DAQhiMEoqXwDxBEQkJw2MUfiZNckFYV0JUqVaKFqzVx7F0vThxsp6X8ehw2rTaoB-SDLft53_GMPUnyEqMlpgX-sLOD68Ase9vJJSIkyxB6lBzjipIFI4g-PlgfJc-83yGU05Kxp8kRxYzlmJHj5GblvfS-lV1IrUqF0ePKQ9BegQjadumNDtu034JrQWgfD6W71kL6FKJkCH1kR81E3I42V_rH4NJVV0drSC97KTQY_Vs26Zn1vQ5gnidPFBgvX0zzSfLt86er07PF-cWX9enqfCFYRcKiUoQCSFIITKlQJa2hqQWWEPPIBKGCFYxUFSJVzL7EVVYSgTDNUI0QUxWiJ8nrvW9vrOdTzTwnFCNGywyzSKz3RGNhx3unW3C33ILmfzes23BwQQsjOUVUqjyviprGeLgoK5oDxlRAoTLUjF4fp2hD3cpGxLo4MDPT-Umnt3xjrzkrCUYFiQbvJgNnfw7SB95qL6Qx0Ek77O9d4BKhEX3zD_pwdhO1gZiA7pSNccVoylcMZaTIM0IjtXyAiqORrRbxgykd92eC9zNBZIL8FTYweM_Xl1__n734PmffHrBbCSZsvTXD-BH9HMz2oHDWeyfVfZEx4mN_3FWDj_3Bp_6IsleHD3QvumsI-gcEMApT</recordid><startdate>20191030</startdate><enddate>20191030</enddate><creator>Semegn, Senait</creator><creator>Alemkere, Getachew</creator><general>Public Library of Science</general><general>Public Library of Science (PLoS)</general><scope>CGR</scope><scope>CUY</scope><scope>CVF</scope><scope>ECM</scope><scope>EIF</scope><scope>NPM</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>IOV</scope><scope>ISR</scope><scope>3V.</scope><scope>7QG</scope><scope>7QL</scope><scope>7QO</scope><scope>7RV</scope><scope>7SN</scope><scope>7SS</scope><scope>7T5</scope><scope>7TG</scope><scope>7TM</scope><scope>7U9</scope><scope>7X2</scope><scope>7X7</scope><scope>7XB</scope><scope>88E</scope><scope>8AO</scope><scope>8C1</scope><scope>8FD</scope><scope>8FE</scope><scope>8FG</scope><scope>8FH</scope><scope>8FI</scope><scope>8FJ</scope><scope>8FK</scope><scope>ABJCF</scope><scope>ABUWG</scope><scope>AFKRA</scope><scope>ARAPS</scope><scope>ATCPS</scope><scope>AZQEC</scope><scope>BBNVY</scope><scope>BENPR</scope><scope>BGLVJ</scope><scope>BHPHI</scope><scope>C1K</scope><scope>CCPQU</scope><scope>D1I</scope><scope>DWQXO</scope><scope>FR3</scope><scope>FYUFA</scope><scope>GHDGH</scope><scope>GNUQQ</scope><scope>H94</scope><scope>HCIFZ</scope><scope>K9.</scope><scope>KB.</scope><scope>KB0</scope><scope>KL.</scope><scope>L6V</scope><scope>LK8</scope><scope>M0K</scope><scope>M0S</scope><scope>M1P</scope><scope>M7N</scope><scope>M7P</scope><scope>M7S</scope><scope>NAPCQ</scope><scope>P5Z</scope><scope>P62</scope><scope>P64</scope><scope>PATMY</scope><scope>PDBOC</scope><scope>PIMPY</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>PRINS</scope><scope>PTHSS</scope><scope>PYCSY</scope><scope>RC3</scope><scope>7X8</scope><scope>5PM</scope><scope>DOA</scope><orcidid>https://orcid.org/0000-0002-8728-7600</orcidid></search><sort><creationdate>20191030</creationdate><title>Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital</title><author>Semegn, Senait ; Alemkere, Getachew</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c692t-9f23aae27c133cf83badbc1ea8664c23c676299029400819482c01340b006f903</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2019</creationdate><topic>Adult</topic><topic>Analysis</topic><topic>Clients</topic><topic>Communication skills</topic><topic>Computer and Information Sciences</topic><topic>Contract manufacturing</topic><topic>Cross-Sectional Studies</topic><topic>Customer satisfaction</topic><topic>Data Collection</topic><topic>Ethiopia</topic><topic>Female</topic><topic>Health sciences</topic><topic>Hospital Units - 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Academic</collection><collection>PubMed Central (Full Participant titles)</collection><collection>DOAJ Directory of Open Access Journals</collection><jtitle>PloS one</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Semegn, Senait</au><au>Alemkere, Getachew</au><au>Rovers, John</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital</atitle><jtitle>PloS one</jtitle><addtitle>PLoS One</addtitle><date>2019-10-30</date><risdate>2019</risdate><volume>14</volume><issue>10</issue><spage>e0224400</spage><epage>e0224400</epage><pages>e0224400-e0224400</pages><issn>1932-6203</issn><eissn>1932-6203</eissn><abstract>Client satisfaction towards the pharmacist services is essential to measure the level of pharmacy services offered to clients and the implementation of pharmaceutical care in the hospital.
A cross-sectional study was conducted to assess client satisfaction towards the pharmacist service from April 20 to 30, 2019 at OPD pharmacy of Tikur Anbessa Specialized Hospital (TASH). Clients fulfilling the inclusion criteria were interviewed by using a five scale Likert scale. Then data was entered and analyzed using SPSS version 21. The results of the study were presented using table, frequency, and percentage. A binary logistic regression was also employed. The association was declared at p<0.05.
In this study 250 study participants were included. Majority of the participants were males (56.4%, n = 141) with the mean (±standard deviation) age of 38.97±13.73. The mean satisfaction was 51.6%. Study participants perception on pharmacy staff number insufficiency (AOR = 0.32, 95%CI: 0.17, 0.59) and their perception towards the waiting area scored as somewhat fair (AOR = 0.50 (0.27, 0.94) and not convenient (AOR = 0.18 (0.06, 0.56) were negatively associated with their satisfaction.
In this study, study participants have an overall satisfaction of above 50%. Respondent satisfaction for pharmacist approach or communication skill was higher than their satisfaction towards the medication guidance given to them. Study participants perception of the waiting area and staff number sufficiency for the service were significant predictors of their satisfaction. Hence, the TASH administration is expected to improve such pharmaceutical service areas to meet patient demands.</abstract><cop>United States</cop><pub>Public Library of Science</pub><pmid>31665162</pmid><doi>10.1371/journal.pone.0224400</doi><orcidid>https://orcid.org/0000-0002-8728-7600</orcidid><oa>free_for_read</oa></addata></record> |
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| subjects | Adult Analysis Clients Communication skills Computer and Information Sciences Contract manufacturing Cross-Sectional Studies Customer satisfaction Data Collection Ethiopia Female Health sciences Hospital Units - standards Hospitals, Special - standards Humans Low income groups Male Males Medical personnel Medicine and Health Sciences Middle Aged Oncology Outpatients Patient Satisfaction Pediatrics People and Places Perception Pharmaceutical care Pharmaceutical industry Pharmaceutical Services - standards Pharmaceuticals Pharmacists Pharmacology Pharmacy Professionals Quality Questionnaires Regression analysis Research and Analysis Methods Sample size Service areas Services Teaching hospitals |
| title | Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital |
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