Assessment of patient satisfaction on pharmacy services at Felege Hiwot comprehensive specialized hospital, Bahir Dar, Ethiopia

Abstract Background:Patients have explicit desires for quality services when they visit health institutions. Patient satisfaction is a primary means of measuring the effectiveness of healthcare delivery. However, inadequate discovery of their needs may result in patient dissatisfaction. Patients who are satisfied with pharmaceutical care are likely to adherence, seeking for medical attentions and take medications properly. Providing better access to quality pharmacies is a way to improve patient satisfaction with healthcare services. Study Objective:The study was aimed to assess patient satisfaction on pharmacy services at Felege Hiwot comprehensive specialized hospital. Methods:An institution-based cross sectional study design was conducted at FelegeHiwot comprehensive specialized hospital from May 1, 2021 to October 30, 2021. Data was collected by interview with structured questionnaires. Then data was coded, entered and then analyzed by SPSS version 23. The association between predictors and outcome was measured using bivariate logistic regression. Result:In this study 384 study participants were included. Majority of the participants were males (55.37%, N=227). The over-all satisfaction score of participants of this study was65.37%. In our study clients showed greater satisfaction towards pharmacists’ commitment to correct myths (92%), pharmacists availability (88.78) and cleanliness (87.8%). Multivariate analysis indicted physical restriction[AOR=6:95%; CI95%(2.98, 25.9)] and rural residence[AOR=2.43;95%CI(1.71,9.6)] had significant association with pharmacy service dissatisfaction. Among the quality pharmacy service indicators, counseling on how medications work [AOR=9; 95%CI(1.48,8.85)], keeping to dosage regimen [AOR=7.3; 95CI% 5.49,11.06)], and advice on the current medical condition had greater odds of client dissatisfaction. Conclusion: The findings of the current study showed that patients’ satisfaction towards outpatient pharmacy services provided by FelegeHiwot comprehensive specialized hospital is very low as it is indicated in their perceptions towards revealed written information about medication use, medication availability, medication storage, and instruction about medication side effects.