Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital

BACKGROUND: Client satisfaction towards the pharmacist services is essential to measure the level of pharmacy services offered to clients and the implementation of pharmaceutical care in the hospital. METHODS: A cross-sectional study was conducted to assess client satisfaction towards the pharmacist service from April 20 to 30, 2019 at OPD pharmacy of Tikur Anbessa Specialized Hospital (TASH). Clients fulfilling the inclusion criteria were interviewed by using a five scale Likert scale. Then data was entered and analyzed using SPSS version 21. The results of the study were presented using table, frequency, and percentage. A binary logistic regression was also employed. The association was declared at p<0.05. RESULT: In this study 250 study participants were included. Majority of the participants were males (56.4%, n = 141) with the mean (±standard deviation) age of 38.97±13.73. The mean satisfaction was 51.6%. Study participants perception on pharmacy staff number insufficiency (AOR = 0.32, 95%CI: 0.17, 0.59) and their perception towards the waiting area scored as somewhat fair (AOR = 0.50 (0.27, 0.94) and not convenient (AOR = 0.18 (0.06, 0.56) were negatively associated with their satisfaction. CONCLUSION: In this study, study participants have an overall satisfaction of above 50%. Respondent satisfaction for pharmacist approach or communication skill was higher than their satisfaction towards the medication guidance given to them. Study participants perception of the waiting area and staff number sufficiency for the service were significant predictors of their satisfaction. Hence, the TASH administration is expected to improve such pharmaceutical service areas to meet patient demands.