Preliminary Study of PatientsÃ¢ÂÂ Perceptions and Satisfaction in Outpatient Pharmacies at the Cancer and Heart Centres in Qatar

Journal of Applied Pharmacy Pub Date : 2017-11-10 DOI:10.21065/1920-4159.1000254

R. Ghasoub, M. Zaidan, S. Al-Yafie, K. Al-Siyabi, Y. Radwan, M. Mi

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引用次数: 3

Abstract

Background: Patient satisfaction is a worldwide goal of health care organizations and is considered as an indicator for the quality of healthcare services provided in any health care sector. Purpose: To assess patients’ perceptions and satisfaction in the outpatient pharmacies at the National Centre for Cancer Care and Research (NCCCR) and the Heart Hospital (HH) at Hamad Medical Corporation (HMC) in Qatar. Methods: A cross-sectional, descriptive study was conducted at the HH and the NCCCR from February to March 2013 using validated and piloted questionnaire. The self-administered questionnaire consisted of 5 sections: patients socio-demographic characteristics, five perception statements regarding pharmacy layout and waiting area, six statements regarding patients interaction with pharmacists, four perception questions concerning pharmacists’ skills and two statements regarding the overall satisfaction. All statements were assessed with 5 points Likert scale. The survey was distributed to patients visited HH and NCCCR during the study period. Data was analysed descriptively using SPSS version 18. Results: A total of 198 participants completed the survey. Assessment of patients` satisfaction with the general pharmacy layout revealed that 93% of respondents were satisfied with pharmacy physical layout and 99% with dispensing area. With regard to patient's perception about interaction with pharmacists, the majority of respondents expressed high satisfaction with pharmacists' professionalism (99%), time spent consulting them (98%) and pharmacists` wellness to answer their inquires (99%). Top rated pharmacists’ skill by patients was pharmacists' explanation to treatment (97%). Finally, the overall satisfaction was 98% with the service provided in pharmacy and 99% with the pharmacy staff. Conclusion: The preliminary study showed a high level of patients` satisfaction with the pharmacy layout, as well as with the pharmacy staff.

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PatientsÃ①ÂÂ对卡塔尔癌症和心脏中心门诊药房的认知和满意度的初步研究

背景:患者满意度是卫生保健组织的一个世界性目标，被认为是任何卫生保健部门提供的卫生保健服务质量的一个指标。目的:评估卡塔尔国家癌症护理和研究中心(NCCCR)和哈马德医疗公司(HMC)心脏医院(HH)门诊药房的患者认知和满意度。方法:2013年2月至3月在HH和NCCCR进行了一项横断面描述性研究，使用验证和试点问卷。问卷由5个部分组成:患者社会人口学特征、5个关于药房布局和等候区域的感知问题、6个关于患者与药剂师互动的感知问题、4个关于药剂师技能的感知问题和2个关于总体满意度的感知问题。所有陈述均采用5分李克特量表进行评估。调查问卷分发给在研究期间访问过HH和NCCCR的患者。使用SPSS 18对数据进行描述性分析。结果:共198人完成调查。对患者总体药房布局满意度评估显示，93%的受访者对药房物理布局满意，99%的受访者对调剂面积满意。在患者对与药师互动的感知方面，大多数受访者对药师的专业性(99%)、咨询药师的时间(98%)和药师的健康度(99%)表示高度满意。患者对药师技能评价最高的是药师对治疗的解释(97%)。最后，对药房服务的总体满意度为98%，对药房工作人员的总体满意度为99%。结论:初步研究表明，患者对医院药房布局和工作人员的满意度较高。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Journal of Applied Pharmacy

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