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Assessing Patient Satisfaction with Community Pharmacy Services in Yogyakarta, Indonesia
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| Author:
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SUSI ARI KRISTINA, AMADEA SYLVA LIENANINGRUM, HARDIKA ADITAMA
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| Abstract:
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Background: Patient satisfaction may identify specific areas of pharmacy services improvement. There is actually insufficient data in this respect at Yogyakarta. This study was conducted to determine patient needs as well as current pharmacy standards.
Methods: A cross-sectional survey study was administered during Januari 2020 in Yogyakarta. About 470 respondents were participated in this study. A validated pharmacy services questionnaire (PSQ) consisted of three sections: communication and skills, therapeutic management, and general pharmacy service. Descriptive statistics were selected for the purpose of summarizing the characteristics of respondents and description of pharmacy services satisfaction. Association between the characteristics of respondent and pharmacy services satisfaction was analyzed using Chi-square test.
Results: Approximately 80% of respondents have bought medicines at independent pharmacy. The mean overall satisfaction score of the participants was 3.32 (0.21). Many patients were very satisfied with the pharmacist's instructions on how to take their medicines (3.56) and the pharmacist’s professional relationship with them (3.41), although some patients were dissatisfied with the communication and professionalism of pharmacists such as the privacy of their conversations with the pharmacist (3.01), and pharmacist's responses to their questions (3.02). Patients were highly satisfied with the amount of time that the pharmacist offers to spend with them (3.11), but there were still many patients who are dissatisfied with therapy management since the lack of the pharmacist’s help to manage their medications and the pharmacist's efforts to help them improve their health or stay healthy (2.67). Respondents' experience in pharmacy counseling, and the characteristics of respondents who became loyal customers in one pharmacy and consume routine medication are significantly related to satisfaction of pharmacy services (p<0.05).
Conclusion: The current study demonstrated a high level of patient satisfaction with respect to pharmacy services in Yogyakarta, although in some aspect is still a deficit. These services need improvement.
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| Keyword:
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satisfaction, pharmacy services, counseling, patient.
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| EOI:
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| DOI:
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https://doi.org/10.31838/ijpr/2021.13.01.652
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| Download:
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