Academic literature on the topic 'This study was set out to evaluate patient satisfaction with pharmaceutical services'

Patient satisfaction assessment is regarded as a major pointer of the quality of the pharmacy services patients received in the tertiary care hospitals Quetta. This study was set out to evaluate patient satisfaction with pharmaceutical services. The evaluation of various literatures supports the level of patient satisfaction in various studies. A critical but defective situation in healthcare is that patient satisfaction has not been taken seriously enough; patient satisfaction and patient trust demonstrate patient loyalty and satisfaction are directly linked to services, recommending the hospital and their willingness to pay the bill. A Cross sectional descriptive study led in tertiary care hospitals of Quetta to determine the patient satisfaction with pharmacist and pharmacy services. This study was done in different government hospitals in Quetta city of Pakistan. The prime results pf current study specified that persons with middle to low or no income were not pleased with pharmacy facilities. It designates that facilities related to exact medications, particularly their obtainability, information on side effects, storage, predictable consequences from the medicines and other were accountable for the lower level of satisfaction this was consistent with studies where they have similar response. Keywords: Pharmaceutical services; Satisfaction; Hospital and Expectations

OBJECTIVE: To evaluate patient satisfaction with pharmaceutical services in Brazilian primary health care. METHODS: This is a cross-sectional, exploratory, and evaluative study on a representative sample from the five Brazilian geopolitical regions resulting from the Pesquisa Nacional sobre Acesso, Utilização e Promoção do Uso Racional de Medicamentos – Serviços, 2015 (PNAUM – National Survey on Access, Use and Promotion of Rational Use of Medicines – Services, 2015). The outcome was the patient’s satisfaction, obtained using the item response theory. Associations were tested using Pearson’s Chi-square test with sociodemographic and health variables, and multiple logistic regression analyses were carried out. The Hosmer-Lemeshow test was used to verify the adequacy of the final model. Logistic regression results were presented as odds ratio. RESULTS: The overall percentage of patients satisfied with these services was 58.4% (95%CI 54.4-62.3). The “opportunity/convenience” aspect had the lowest satisfaction percentage (49.5%; 95%CI 46.4-52.6) and “interpersonal aspects,” the highest percentage (90.5%; 95%CI 88.9-91.8), significantly higher than other aspects. Sex, age group, limitations due to disease, and self-perception of health remained associated in the final multiple logistic model regarding general satisfaction. CONCLUSIONS: Most of the interviewed users were satisfied with pharmaceutical services in Brazilian cities, and the satisfaction with the customer’s service was determinant in the patient’s overall satisfaction

During recent years, public–private partnerships (PPPs) in the health sector have been an attractive alternative for improving healthcare services in developing countries such as Peru. Therefore, it is fundamental to consider a comprehensive set of healthcare qualities, like the HEALTHQUAL scale, when we measure dimensions of healthcare service quality. Currently, no studies have applied HEALTHQUAL in Peruvian hospitals. The purposes of this study were to (1) validate and evaluate the application of the HEALTHQUAL scale to measure user satisfaction in outpatient services at two PPP hospitals in Peru; and (2) test the relationship between user satisfaction, efficiency, and loyalty. A descriptive, cross-sectional study based on the HEALTHQUAL scale was carried out at the end of 2018. The measurement items were satisfaction with healthcare personnel, satisfaction with nonhealthcare personnel, satisfaction with facilities and equipment, perception of efficiency, and trust. The scale was administered to a nonprobability sample of 250 users who attended one of two PPP hospitals—Barton and Kaelin. The application of partial least squares path modeling significantly impacted on the perceived efficiency in the items of healthcare personnel, nonhealthcare personnel, and facilities and equipment. The HEALTQUAL scale demonstrated sufficient validity and thus can be applied for measuring user satisfaction in PPP hospitals.

Background. Patient’s health care experiences and satisfaction are frequently used as a healthcare quality indicator. Aim. The study aims to evaluate the level of patient satisfaction with the pharmacy services provided at the Primary Health Care Corporation’s (PHCC) pharmacies in Qatar. Methods. This study is a cross-sectional survey conducted in December of 2019. The study’s setting is the Primary Health Care centers’ pharmacies. All adult patients (≥18 years old) with mobile phone numbers documented on file who had their prescription orders filled at the PHCC’s pharmacy units in 2019 were included in the study. Descriptive and inferential statistical methods were used to present the findings. The significance level was set at the alpha level of 0.05. Results. The usable responses were 9,564 from the total participants. Around 55.2% (N = 5,283) were males, 56.5% (N = 5,405) were in the age group (25–40), 19.2% (N = 1,837) were Qatari nationals, 39.7% (N = 3,801) had their medication dispensed in the Central Region of the State of Qatar, and 72.8% (N = 6,964) had at least undergraduate or higher degrees. The overall mean (SD) satisfaction score was (3.24 ± 0.629). Participants were less satisfied with their pharmacist’s communication, especially offering information about medication’s side effects (2.61 ± 1.2) and general health counselling (2.39 ± 1.2). Respondents were also less satisfied with waiting time (3.02 ± 1.3). Waiting time, gender, age, nationality, geographical region of the pharmacy, educational level, and familiarity with the PHCC were significantly associated with satisfaction level. Conclusion. The patients were reasonably satisfied, and the satisfaction level differed among different sociodemographic groups. Based on the public’s needs and expectations, pharmacists need to continuously improve their effort to enhance the healthcare quality in the organization.

ABSTRACTHospital is an important health service center and is needed to meet health needs. This study aims to evaluate the waiting time for prescription non-concoction and concoction medicines based on the hospital's minimum service standards and their effect on general outpatient satisfaction at the Pharmacy Installation of RSIA Assyifa, Tangerang. This study used a descriptive research design of outpatients who redeemed non-concoction and concoction medicines. Calculation of the waiting time for prescription services for non-concoction and concoction medicine is using a digital clock. Satisfaction was measured using a questionnaire which was analyzed multivariate. The samples taken in the study were 222 respondents. The results showed that the average waiting time for prescription of non-concoction medicine (8.9 minutes) and concoction medicine (16.6 minutes) had met the standards set by the hospital's SPM in the pharmaceutical sector according to the Minister of Health of the Republic of Indonesia NO. 129 of 2008 and by RSIA Assyifa. The results in the multivariate analysis obtained t = 10.126 and the standard coefficient of 0.88, indicating that waiting time has a strong positive effect on patient satisfaction with prescription of non-concoction and concoction medicine services at RSIA Assyifa.Keywords: patient satisfaction, prescription service, waiting time

Pharmaceutical service is a direct service that is responsible for patients regarding pharmaceutical preparations to achieve definite results in order to improve the patient's quality of life. Pharmacists must understand and be aware of the possibility of errors occurring in the service process and even in medication (medication errors). Medication errors are events that cause harm to patients due to the use of medication while being treated by health workers that could have been prevented. Therefore, pharmacists in carrying out their practices must comply with existing standards to avoid this happening. Pharmacists must be able to communicate with other health professionals in determining therapy to support rational drug use. In the residency assignment, the author has written about various strengths, weaknesses, opportunities and threats to the quality of pharmacological services at the Jasem Sidoarjo General Hospital. In this study there are several strategies to improve the handling of health services for pregnant women and toddlers. Based on the conditions above, the author wants to implement a strategy to improve the quality of pharmacological services at the Jasem Sidoarjo General Hospital. This activity begins by collecting data on drugs that run out quickly and those that are slow, as well as creating a return/compensation system for unused drugs, and recommending to management to spend the majority of the budget to replenish drug stocks at the pharmacy depot to make things easier for patients. Create standard operating procedures down to every little thing and distribute them to every room, even to the pharmacy depot. Updating the integrated computer system using the latest SIM-RS to synchronize data. Conduct training for all employees in stages. And evaluate patient satisfaction once a month. It is hoped that health workers will routinely supervise and monitor the reliability and ability of staff in the quality of pharmacological services at the Jasem Sidoarjo General Hospital so that the quality of service at the hospital can be sustainable and increase patient satisfaction.

The quality and performance of a given pharmaceutical company determines the success of competition in meeting patient satisfaction and is one of the important things that determines business development strategy and maintains the quality of the pharmaceutical company itself. Total Quality Management (TQM) is amanagement system used to improve service quality and help achieve targets set by an organization. This research is an observational study using interviews through questionnaires conducted at 40 Kimia Farma pharmacy outlets in Batam with the aim of analyzing the implementation of Total Quality Management in the city of pharmacy services. In determining the development strategy of PT. Kimia Farma Tbk, conducted a Focus Group Discussion (FGD) to analyze the internal and external factors of Kimia Farma with a SWOT analysis. The results of the evaluation carried out by performance analysis showed an average performance value of 4.05 and an average importance value of 4.31 and an average conformity level of all components of 93.87%. So it can be said that the application of Total Quality Management at PT. Kimia Farma Tbk has been running well. The development strategy that can be carried out based on the SWOT analysis is the SO (Strengths-Oportunity) strategy to optimize the available resources and maximizethe success of existing opportunities in order to improve the performance of PT. Kimia Farma Tbk

BackgroundWith a higher proportion of older people in the UK population, new approaches are needed to reduce emergency hospital admissions, thereby shifting care delivery out of hospital when possible and safe.Study aimTo evaluate the introduction of predictive risk stratification in primary care.ObjectivesTo (1) measure the effects on service usage, particularly emergency admissions to hospital; (2) assess the effects of the Predictive RIsk Stratification Model (PRISM) on quality of life and satisfaction; (3) assess the technical performance of PRISM; (4) estimate the costs of PRISM implementation and its effects; and (5) describe the processes of change associated with PRISM.DesignRandomised stepped-wedge trial with economic and qualitative components.SettingAbertawe Bro Morgannwg University Health Board, south Wales.ParticipantsPatients registered with 32 participating general practices.InterventionPRISM software, which stratifies patients into four (emergency admission) risk groups; practice-based training; and clinical support.Main outcome measuresPrimary outcome – emergency hospital admissions. Secondary outcomes – emergency department (ED) and outpatient attendances, general practitioner (GP) activity, time in hospital, quality of life, satisfaction and costs.Data sourcesRoutine anonymised linked health service use data, self-completed questionnaires and staff focus groups and interviews.ResultsAcross 230,099 participants, PRISM implementation led to increased emergency admissions to hospital [ΔL = 0.011, 95% confidence interval (CI) 0.010 to 0.013], ED attendances (ΔL = 0.030, 95% CI 0.028 to 0.032), GP event-days (ΔL = 0.011, 95% CI 0.007 to 0.014), outpatient visits (ΔL = 0.055, 95% CI 0.051 to 0.058) and time spent in hospital (ΔL = 0.029, 95% CI 0.026 to 0.031). Quality-of-life scores related to mental health were similar between phases (Δ = –0.720, 95% CI –1.469 to 0.030); physical health scores improved in the intervention phase (Δ = 1.465, 95% CI 0.774 to 2.157); and satisfaction levels were lower (Δ = –0.074, 95% CI – 0.133 to –0.015). PRISM implementation cost £0.12 per patient per year and costs of health-care use per patient were higher in the intervention phase (Δ = £76, 95% CI £46 to £106). There was no evidence of any significant difference in deaths between phases (9.58 per 1000 patients per year in the control phase and 9.25 per 1000 patients per year in the intervention phase). PRISM showed good general technical performance, comparable with existing risk prediction tools (c-statistic of 0.749). Qualitative data showed low use by GPs and practice staff, although they all reported using PRISM to generate lists of patients to target for prioritised care to meet Quality and Outcomes Framework (QOF) targets.LimitationsIn Wales during the study period, QOF targets were introduced into general practice to encourage targeting care to those at highest risk of emergency admission to hospital. Within this dynamic context, we therefore evaluated the combined effects of PRISM and this contemporaneous policy initiative.ConclusionsIntroduction of PRISM increased emergency episodes, hospitalisation and costs across, and within, risk levels without clear evidence of benefits to patients.Future research(1) Evaluation of targeting of different services to different levels of risk; (2) investigation of effects on vulnerable populations and health inequalities; (3) secondary analysis of the Predictive Risk Stratification: A Trial in Chronic Conditions Management data set by health condition type; and (4) acceptability of predictive risk stratification to patients and practitioners.Trial and study registrationCurrent Controlled Trials ISRCTN55538212 and PROSPERO CRD42015016874.FundingThe National Institute for Health Research Health Services Delivery and Research programme.

Abstract Introduction The NHS Long Term Plan aims to ‘prevent up to 150,000 heart attacks, strokes and dementia cases over the next 10 years’.1 People with Familial Hypercholesterolaemia (FH) are considered to be at high-risk of heart attack, stroke and dementia but an estimated 90% remain undiagnosed.1 The Chesterfield and Dronfield Primary Care Network were commissioned to set-up a 12-month pharmacist-led clinic across 9 practices to identify, treat and refer FH patients. Patients with suspected FH benefit from referral to specialist services.2 Aim This study aimed to evaluate the number of FH patients identified and any unintended benefits of the Lipid Clinic. Methods Ethical approval was not required for this service evaluation. Informed consent was sought prior to data collection and the dataset was anonymised. Searches of practice patient records identified patients with a previously raised lipid level (total Cholesterol >7.5mmol/L and/or non-HDL-C > 5.9mmol/L)2 for review in the Lipid Clinic. Patients reviewed in the Lipid Clinic were initiated/optimised on lipid lowering medication as appropriate.2 Data were collected for patients invited for review in the Lipid Clinic between May-July 2022. Patients’ attendance as well as decline/non-response to the Clinic was recorded. The data collected included family history, QRISK score (where applicable), lipid lowering treatment the patient was taking (if any) and blood tests results (serum lipids, HBA1c and thyroid function tests). If bloods were deranged it was documented whether or not it was a new finding. The data was analysed by categorising patients into potential FH, primary/secondary prevention of cardiovascular disease and whether they needed referral to secondary care. Results Out of the 260 patients invited for review, 219 attended the clinic. Of these, 30 (13.7%) were provided with lifestyle advice as they did not meet the criteria for treatment. Twenty-three patients (10.5%) met the Simon-Broom criteria for possible FH. A further 3 patients identified were known to have FH but had not undergone genetic cascade testing. These 26 patients (11.8%) were referred to secondary care for genetic testing and specialist input. Newly raised HbA1c indicative of either diabetes or non-diabetic hyperglycaemia was incidentally found in 39 patients (17.8%). Lipid-lowering medication was initiated/titrated in 189 patients (86.3%). Discussion/Conclusion The significant proportion of patients requiring follow up in secondary care (11.8%) suggesting targeted searches are effective in identifying patients with possible FH. Identifying FH patients, testing and treating their family members appropriately reduces their risk of cardiovascular events.2 The Lipid Clinic has identifying that nearly a fifth of patients were previously undiagnosed with either diabetes or non-diabetic hyperglycaemia (17.8%) suggests that this is also an opportunity to identify and treat these patients earlier than they would otherwise have been identified. The results highlight the need for primary care staff education on the new AAC NHS Guidelines2 relating to managing lipid results. One limitation of the study is although the Lipid Clinic has received good informal feedback, formal feedback is yet to be collected from patients and stake holders. In addition, the clinic is still ongoing, and more data is being collected. References 1. NHS Long Term Plan. Chapter 3: Further progress on care quality and outcomes. Better care for major health conditions. Cardiovascular Disease. 2019. Available from: https://www.longtermplan.nhs.uk/online-version/chapter-3-further-progress-on-care-quality-and-outcomes/better-care-for-major-health-conditions/cardiovascular-disease/ 2. Khatib R, Neely D, on behalf of the AAC Clinical Subgroup. Summary of National Guidance for Lipid Management for Primary and Secondary Prevention of CVD, AAC NHS Guidelines, Nov 2021. Review date: Nov 2022. NICE endorsed Dec 2021. 3. National Institution for Health and Care Excellence (NICE). Cardiovascular disease: risk assessment and reduction, including lipid modification, Clinical guideline [CG181] Published: 18 July 2014 Last updated: 27 September 2016.

Abstract Background Pharmaceutical care is an essential component of healthcare services, and patient satisfaction with these services is crucial for improving overall health outcomes. We aimed to evaluate patient satisfaction and perception with pharmaceutical care services provided at public and private hospitals for outpatient pharmacies. This study can provide insights into the quality of pharmaceutical services provided in both settings and identify areas for improvement. Materials and methods A cross-sectional 1-month study was conducted in three hospitals in Nablus city in the Northern District of West Bank, Palestine. Participants were a convenience sample of outpatients who attended the study-selected hospitals (two public and one private). A sample of 30 patients from each hospital was selected with a total of 90 patients. A self-administered questionnaire was used to assess socio-demographics pharmacist-related issues, waiting and working time, and medication availability. Results A total of 90 patients were recruited. The overall level of patient satisfaction with pharmaceutical health services was moderate with a mean of 3.24 out of 5. Females represented 58.9%. The most prevalent age was (30–39) years (30%). There was a statistically significant difference in patient satisfaction with pharmaceutical services regarding working time between the morning and evening shifts (p value = 0.009) in favor of morning shift. No statistically significant differences in satisfaction with pharmaceutical treatments based on socio-demographics (age, gender, marital status, education level, family income, employment status, and living place), were found. Nearly, 70% of patients indicated having problems getting the medicine on their last visit to the hospital pharmacy. Only 66.7% of patients expressed satisfaction with the pharmacies’ operating (working) hours. Conclusions Patient satisfaction with pharmaceutical care services could be enhanced by involving pharmacists in patient-oriented training and informing patients about the role of pharmacists. Patient satisfaction in the evening shift might be improved by establishing a system for continuous evaluation and improvement of pharmaceutical care services in hospitals to ensure the highest quality of care for patients in addition to implementing technology such as electronic prescribing and medication management systems that can improve the accuracy and efficiency of pharmaceutical services in hospitals.