The Impact of Patients' Satisfaction (Level of Expectations, Communication with the Pharmacist, Physical Facilities, Drug Packaging and Consultations) from Pharmaceutical Services During the Covid-19 Pandemic

Document Type : Original Article

Authors

1 Maryam Akhavan Kharazian Assistant Professor, Department Of governmental management Faculty of Management,Shahid Beheshti University, Tehran

2 Business Management, Faculty of Management and Accounting, Shahid Beheshti University, Tehran, Iran

Abstract

Considering the importance of the covid-19 issue due to the pandemic state and the high death rate, and also the fact that in Iran, patients and clients are less likely to have consulted the pharmacists, the level of satisfaction of covid-19 patients and their relatives with pharmacists' consultation and drug packaging is not clear as very few studies have been done in this field. The purpose of this study is to find the effect of pharmacist advice on the satisfaction of covid-19 patients. The present study was conducted on patients with covid-19 referring to pharmacies in Tehran province. A questionnaire was designed to check the level of patient satisfaction with the advice of pharmacists. Patient information such as gender, education, and marital status, type of insurance, drug packaging, and personality were extracted from questionnaire. According to the results of the present study, the level of patient satisfaction is confirmed to be influenced by the above parameters. Regarding the level of satisfaction of patients’ companions versus the educational status it is shown that there is a significant difference between the parameter of education and communication with the pharmacist, such that, with the increase in level of education, the communication with the pharmacist decreases. Considering the level of satisfaction of the companions receiving advice from pharmacists, regarding the range of expectations and advice, it is shown that the highest level of satisfaction in descending order, is related to receiving services from the pharmacist and drug labeling and packaging. The level of satisfaction related to the relationship with the pharmacist and the physical facilities, is assigned first to the pharmacist accessibility in times of need and next, to the air conditioning system of the pharmacy building. According to the results of these findings, pharmacies in Tehran acquire different levels of satisfaction with the quality of pharmaceutical services.

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  • Hasan, H. Sulieman, K. Stewart, C. B. Chapman, M. Y. Hasan, and D. C. Kong, “Assessing patient satisfaction with community pharmacy in the UAE using a newlyvalidated tool. Research in social & administrative pharmacy,” P: 9(6), pp. 841-50, 2013.
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History

  • Receive Date: 04 July 2022
  • Revise Date: 13 December 2022
  • Accept Date: 26 December 2022

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