CLIENTS' SATISFACTION WITH THE PROVISION OF SERVICES OF AN OUT-PATIENT PHARMACY AT A TERTIARY CARE HOSPITAL IN LAHORE, PUNJAB, PAKISTAN

Background: Determining the clients’ satisfaction with the provision of pharmaceutical services is crucial because it not only helps in identifying the areas which needs improvement but it also enhances the positive changes in the current system. Objectives: The aim of this study is to assess the level of clients’ satisfaction with the services provided at the outpatient pharmacy of Bahria International Hospital (BIH) in Lahore, Punjab, Pakistan. Methods: A descriptive, cross-sectional study design was employed. The study involved 400 clients, who had prescriptions/orders filled at the outpatient pharmacy of a tertiary care hospital between 1st March and 20th April, 2017. Data was obtained according to the objective of study using a standardized data collection form. The data was analyzed by using Statistical Packages for Social Sciences (IBM SPSS Statistics for Windows, Version 21.0. Armonk, NY: IBM Corp.) Results: The overall mean score for the satisfaction with the pharmaceutical services was 3.11 out of a maximum of 5.00 score. The mean scores for all the individual parameters rated were less than 4.00. Among the mean scores, maximum scores were given to “the clarity of the pharmacy professional’s instructions about how to take your medication” (3.88±0.69; 77.6%) and “the courtesy and respect showed to you by the pharmacy staff” (3.71±078; 74.2%). On the other hand, the parameters rated lowest included “the availability of medications in the pharmacy that are prescribed to you” (1.54±0.69; 30.8%) and “the way your pharmacist works together with your doctor to make sure your medications are the best for you” (1.64±0.76; 32.8%). Female clients had a higher level of mean satisfaction (2.99±0.21) as compared to male clients (2.93±0.19). Furthermore, higher levels of satisfaction were also reported among older adults, those having primary education level, low income class, and those with moderate self-reported health status. Conclusions: The overall mean satisfaction level of clients of the outpatient pharmacy was found to be of “moderate” level and there was variation in level of satisfaction with respect to different socio-demographic and health-related characteristics. Future studies focusing on the underlying reasons behind the moderate satisfaction may lead to appropriate solutions for improving the service. Key words: Patients’ satisfaction; Pharmacy services; Clients; Tertiary care hospital