Patient Satisfaction with Pharmaceutical Services in a Tertiary Health Facility in Ogun State, Nigeria

Abstract

Introduction: Pharmaceutical services are vital components of the healthcare system that serve to improve the health outcomes of patients. These services have moved beyond mere medicine supply to provide more patient-centred services. Patients who are happy with pharmacy services are less likely to switch healthcare providers and are more likely to take their prescriptions as prescribed. Such patients are more likely to be retained in care with improved health outcomes. This study aims to assess patients’ satisfaction with pharmaceutical services and associated factors in a tertiary health facility in Ogun State.

Methods: A cross-sectional study design was used for the study. Adult patients attending the outpatient pharmacy in Babcock University Teaching Hospital, Ilishan-Remo, Ogun State, Nigeria, were recruited for the study. A multistage sampling technique was used, and data collection was done using a validated questionnaire, adapted from previous studies.

Results: Approximately 96.7% of the patients expressed satisfaction with the pharmacists' ability to clearly and concisely label prescriptions. Patients reported the highest levels of dissatisfaction with the courtesy and respect shown by pharmacists (40%), followed by inadequate explanation of medication side effects (30.8%), prolonged waiting times (21.7%), and limited availability of medications (19.2%).

Conclusion: The hospital management should employ additional pharmacists, ensure a consistent supply of medications, and integrate counselling on medication side effects into the pharmacists' dispensing process, treating counselling as a core responsibility rather than an optional task for pharmacists.