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Patient Satisfaction with the Health Services Provided by the Pharmacist at a General Hospital in Riyadh, Saudi Arabia

Khalaf Ali Al-Jumah, Mohamed Azmi Hassali, Ibrahim Alzaagi


Background: Patient satisfaction is one of the main indicators for determining the quality of the services provided to patients by pharmacists.

Objective: The purpose of this study was to determine the patients’ satisfaction and various factors affecting satisfaction with pharmacists dispensing services atKingSaudMedicalCity inRiyadh,Saudi Arabia.

Methods: A cross-sectional study was conducted to explore patient satisfaction with the pharmacy services from August through September2013. A self-administered, 10-item questionnaire was administered randomly to 500 participants to evaluate patient satisfaction. Twenty questionnaires were excluded because they were incomplete. Statistical Package for Social Sciences (SPSS) version 17.0 for Windows was used to analyze the data.

Results: The response rate of this study was 96%. Most of the respondents were female (252, 52.4%), and 69.9% of the sample visited the pharmacy 3 or more times per year. The majority of the patients reported a high level of satisfaction, which was slightly variable among the groups, particularly with respect to the education level and employment status of the patients. Patients with a high school education or less were the most satisfied with the pharmacy services with a mean score of 3.50 (df= 2.969, F= 3.659, p=<0.006). Unemployed patients were the most satisfied with the pharmacy services, with a mean score of 3.52  (df= 2.580, F= 3.138, p=<0.044).

Conclusion: The patients reported a high level of satisfaction with the pharmacy services atKingSaudMedicalCity inRiyadh. 

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