Measuring patients' satisfaction with pharmaceutical services at a public hospital in Qatar

Imran Fahmi Khudair, Syed Asif Raza

Research output: Contribution to journalArticlepeer-review

31 Citations (Scopus)

Abstract

Purpose – The aim of this paper is to study pharmacy service impact on patient satisfaction and to determine what factors saliently link with pharmaceutical service performance at Hamad General Hospital. Design/methodology/approach – A patient satisfaction questionnaire was designed using the literature and consultation with Hamad General Hospital medical experts. The questionnaire contained 22 items that focused on five influencing factors: promptness; attitude; supply; location; medication education; and respondent demographic aspects. A total of 220 respondents completed the questionnaire. An exploratory factor analysis was used to group items and a structural equation model was developed to test causality between five factors along with their influence on patient satisfaction. Findings – The study establishes statistical evidence that patient satisfaction is positively influenced by service promptness, pharmacist attitude, medication counseling, pharmacy location and waiting area. Several socio-demographic characteristics have statistically different effect on satisfaction, notably: gender; marital status; health status; age; educational level; and ethnicity. However, medication supply did not influence patient satisfaction. Practical implications – Pharmaceutical services are recognized as an essential healthcare-system component. Their impact on customer satisfaction has been investigated in many countries; however, there is no such study in Qatar. Originality/value – The findings identify pharmaceutical service performance indicators and provide guidelines to improve Qatari pharmaceutical services.

Original languageEnglish
Pages (from-to)398-419
Number of pages22
JournalInternational Journal of Health Care Quality Assurance
Volume26
Issue number5
DOIs
Publication statusPublished - Jun 3 2013
Externally publishedYes

Keywords

  • Customer satisfaction
  • Health services
  • Healthcare
  • Patient satisfaction
  • Pharmaceutical services
  • Psychometric properties
  • Qatar
  • Structural equation modelling

ASJC Scopus subject areas

  • Business, Management and Accounting(all)
  • Health Policy

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