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.

Keywords

Main Subjects

References

  • Hajtalebi, “Treatment of 20 patients with diabetic foot ulcer grade 2 and 3 on Iranian effective medicine on. Laser therapy,” vol. 13, pp. 41-32, 2016. (In persian)
  • Zaryabi and H. Abeddoust, “Analysis of the expressive and influential function of writing in Iran's packaging, a case study: the winners of the annual and biennial exhibitions of the works of the country's packaging designers,” Journal of Quarterly Journal of Packaging Science and Techniques pp. 56-43, 2021.
  • Eickhoff, A. Hämmerlein, N. Griese, & M. Schulz, “Nature and frequency of drug related problems in self medication (over the counter drugs) in daily community pharmacy practice in Germany. Pharmacoepidemiology and drug safety,” p: 21(3), pp. 254-260, 2012.
  • Brandtner, F. Darbanian, T. Falatouri, & C. Udokwu, “Impact of COVID-19 on the customer end of retail supply chains: A big data analysis of consumer satisfaction. Sustainability,” p:13(3), 1464, 2021.
  • M. Aziz, W. Ji, I. Masood, M. Farooq, M. Z. Malik, J. Chang, & Y. Fang, “Patient satisfaction with community pharmacies services: A cross-sectional survey from Punjab,” Pakistan, International journal of environmental research and public health, vol. p:15(12), p. 2914, 2018.
  • W. Stubblefield, “Artificial Intelligence Algorithms for Medical Imaging and Healthcare (Doctoral dissertation,” Arkansas State University, 2021.
  • Kotler, K. L. Keller, D. Manceau, & B. Dubois, “Marketing Management,” 15e édition. New Jersy: Pearson Education, 2016.
  • Zarei and A. Ghasemian, “Identifying and studying factors affecting creativity in packaging design and sales of food products,” Scientific Journal of Packaging Sciences and Techniques, pp. 16-9, 2021.
  • 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.
  • Grönroos, “Service management and marketing,” Lexington, MA: Lexington books, 2015.
  • D. Tran & N. M. T. Le, “Impact of service quality and perceived value on customer satisfaction and behavioral intentions: Evidence from convenience stores in Vietnam,” The Journal of Asian Finance, Economics and Business, pp. 517-5267(9), 2020.
  • R. Banafsheh, H. R. Gilasi, Ghaderi, “Survey on Patients' Satisfaction with the Services Provided at Pharmacies in the City of Kashan,” Journal of Fasa University of Medical Sciences, 2019.
  • I. El-Adly, “Modelling the relationship between hotel perceived value,” customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, p:50, pp. 322-332, 2019.
  • Sitzia and N.Wood, “Patient satisfaction: a review of issues and concepts,” Social science & medicine, 2007, 45(12), pp. 1829-43,1997.
  • H. Taremi, “The evaluation of the degree of visitors’ satisfaction from the Red Crescent drugstores and the identification of the effective factors affecting that satisfaction,” The Journal of Socialogy studiest, pp. 1-9, 2018. (In persian)
  • Ghavami, “Study of counseling activities of pharmacists in southern Khorasan province to patients in 2017,” Journal of Shahid Sadoughi University of Medical Sciences, pp. 1-9, 2019. (In persian)
  • Stubblefield, J. W.. Artificial Intelligence Algorithms for Medical Imaging and Healthcare (Doctoral dissertation, Arkansas State University). (2021)
  • Zaryabi and H. Abeddoust, “Analysis of the expressive and influential function of writing in Iran's packaging, a case study: the winners of the annual and biennial exhibitions of the works of the country's packaging designers,” Journal of Quarterly Journal of Packaging Science and Techniques, pp. 56-43, 2021.
  • I. El-Adly, “Modelling the relationship between hotel perceived value,” customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, p: 50, pp. 322-332, 2019.

 

 

 

 

 

 

 

 

 

  • 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.
  • R. Hamidizadeh, “Problem solving-Decision making-Operations research, Tehran: Adiban Rooz,” 2021. (In persian)
Packaging Science and Art
Volume 13, Issue 51 - Serial Number 51
Serial number 51. autumn 2022
February 2023
Pages 21-32

Files

History

  • Receive Date: 04 July 2022
  • Revise Date: 13 December 2022
  • Accept Date: 26 December 2022
  • Publish Date: 21 January 2023

Share

How to cite

Statistics