Clients’ Satisfaction With The Services Of An Outpatient Pharmacy At A University Hospital In Nigeria: A Cross-Sectional Study

Abstract

Abstract Background Pharmaceutical care involves the pharmacist’s responsibility to optimize medication therapy and improve patient outcomes. Hence, patient/client satisfaction is regarded as an important measure of the effectiveness of pharmaceutical services in achieving treatment objectives. This study assessed the level of client satisfaction with the services of an outpatient pharmacy at a university hospital in Nigeria. Method An institution online-based cross-sectional study was conducted among clients who visited the University Medical Centre at the University of Nigeria Nsukka, Nsukka campus within the period of 15 th September to 15 th October 2023. A 2-section, 30-item validated, semi-structured, interviewer-administered questionnaire was used in the study. Descriptive statistics were used to describe all the study variables while independent sample t -test and one-way ANOVA were used to determine the mean difference in satisfaction level among various sociodemographic characteristics. The statistical significance level was set at p< 0.05. Results Out of the 166 participants in the study, the majority were students (n = 111, 66.9%), and receiving free medications (n = 117, 70.5%). The overall mean satisfaction score for pharmacy services was 3.11 out of a maximum 5.00 score. Notably, mean scores for most of the items exceeded 3.00 with the highest mean score obtained for the items: “The privacy of my conversations with the pharmacist” (3.59), and “The fairness of cost of medications in the pharmacy” (3.46) while the lowest score for the items: “The way my pharmacist works together with my doctor to make sure my medications are the best for me” (2.50) and “The availability of medications that are prescribed to me in the pharmacy” (2.63). First-time visitors reported significantly higher levels of satisfaction than return visitors (3.77 (0.686) vs 3.07 (0.637), p =<0.001)]. Conclusion The study revealed a moderate level of satisfaction among the clients of the outpatient pharmacy represented in this study. The reasons for this level of satisfaction lay a foundation for the improvement of pharmacy services.