STUDY ON FACTORS INFLUENCING PATIENT SATISFACTION WITH QUALITY OF PHARMACY SERVICES AT FACULTY OF PHARMACY, HUE UNIVERSITY OF MEDICINE AND PHARMACY HOSPITAL

Background: The study aims to develop a scale measuring the quality of pharmacy services and analyze the factors influcencing patient satisfaction with quality of pharmacy services at the outpatient drug dispensary. Subjects and methods: The tool to assess the satisfaction level and related factors were developed and explored through interviewing patients. Evaluate results through measurement and analysis methods. Results: The new reliable scale was constructed with 26 observed variables. The average patient satisfaction level is 3.90 ± 0.51 by using 5-point Likert scale. Five factors including: dispensing operation, facilities, professional qualifications, medications and staffs most affected patient satisfaction in descending order; explained by 55.3% of the variation in satisfaction among patients. Conclusions: A new scale has been developed to measure patient satisfaction of pharmacy services. Patients were satisfied with the quality of pharmacy services at the outpatient drug dispensary. Dispensing operation was the most important factor of patient satisfaction. Key words: quality of pharmacy services, patient satisfaction.