Study of the satisfaction rate of patients referred to the educational pharmacies of the Shahid Beheshti School of Pharmacy and its possible explanatory factors

سال انتشار: 1398
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 348

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شناسه ملی سند علمی:

AECPMED02_015

تاریخ نمایه سازی: 28 بهمن 1398

چکیده مقاله:

Introduction: Due to delivery of drugs used for rare diseases and drugs in short supply as well as high workload; governmental educational pharmacies have an exclusive importance in fulfilling expectations and satisfaction of customers. This study was designed to determine satisfaction rate of customers referred to the educational pharmacies of the Shahid Beheshti School of Pharmacy and to detect its possible explanatory factors. Methods: A descriptive and analytical cross-sectional survey was designed. Customers referring to the educational pharmacies of Shahid Kazemi and 22 Bahman, Tehran, Iran, entered into the study by a non-probability sampling method. A standard questionnaire, developed in an earlier study(1) was applied to measure satisfaction of the customers. This questionnaire includes three main domains to determine satisfaction of customer from a) pharmacy environment, b) quality of services and c) staff behavior. In addition, sociodemographic characteristics of the customers were recorded. The SPSS, version 22.0, was used for data analyses applying appropriate statistical tests and a multivariate linear regression analysis. Results: Overall, 420 customers, 302 (71.90%) from Shahid Kazemi and 118 (28.10%) from 22 Bahman pharmacies entered into the study. Global satisfaction rate (out of 5.00) for the Shahid Kazemi and 22 Bahman pharmacies were 4.48±0.64 and 4.43±0.70, respectively, which could be considered very satisfactory. There were a significant positive correlation and overlapping between satisfaction of the customers from pharmacy environment, quality of services, and staff behavior. Furthermore, in both pharmacies, prescription waiting time was the most important explanatory factor associated with the satisfaction of the customers with all three satisfaction domains. Conclusion: Our findings shows that along with initiatives to improve each main domain of customer satisfaction, proper strategies are also required to impact all three domains at the same time. In interpretation of our findings, one should consider the specific administrative nature of governmental pharmacies and the particular services delivered by them

نویسندگان

Jamshid Salamzadeh

Shahid Beheshti University of Medical Sciences

Shaghayegh Sadat Ghazavi

Shahid Beheshti University of Medical Sciences

Maryam Shiemorteza

Shahid Beheshti University of Medical Sciences

Roozbeh Pourziaei-Manesh

Shahid Beheshti University of Medical Sciences

Bardia Jamali

Shahid Beheshti University of Medical Sciences