Clients’ perception and satisfaction toward service provided by pharmacy professionals at a teaching hospital in Ethiopia

Figures & data

Table 1 Background characteristics of study participants (N=384), MTUTH, March 2016

Variables	Categories of variables	Frequency	Percentage
Sex	Male	204	53.1
	Female	180	46.9
Residence	Rural	157	40.9
	Urban	227	59.1
Age, years	<25	105	27.3
	25–34	117	30.4
	35–44	114	29.7
	45–54	40	10.5
	≥55	8	2.1
Education	Illiterate	72	18.8
	Primary	158	41.1
	Secondary	106	27.6
	College or above	48	12.5
Occupation	Farmer	98	25.5
	Government employee	75	19.5
	Merchant	71	18.5
	Housewife	51	13.3
	Student	48	12.5
	Unemployed	15	3.9
	Self-employee	6	1.6
	Other	20	5.2
Reason to seek medication	CVD	39	10.2
	DM	32	8.3
	RVI	123	32.0
	Injury	35	9.6
	OR	37	9.6
	PUD	30	7.8
	Othera	88	22.9
Service sought by	Self	259	67.4
	Caregiver	125	32.6
Access for medications	Free	154	40.1
	Payment	230	59.9

Note:

a Typhoid, pneumonia, antenatal care, epilepsy, asthma, skin infections.

Abbreviations: RVI, retroviral infection; CVD, cardiovascular disorder; DM, diabetes mellitus; OR, operation room; PUD, peptic ulcer disease; MTUTH, Mizan-Tepi University Teaching Hospital.

Table 2 Factors associated with perception of clients on pharmaceutical services (N=384), MTUTH, March 2016

Variables	Categories of variables	Perception		p-value	COR	95% CI
		Poor	Good			Lower	Upper
Sex	Male	74	130	0.97	0.99	0.65	1.51
	Female	65	115	1.00	1.00	–	–
Age, years	<25	36	69	1.00	1.00	–	–
	25–34	36	81	0.58	1.17	0.67	2.06
	35–44	44	70	0.51	0.83	0.48	1.44
	45–54	19	21	0.15	0.58	0.28	1.21
	≥55	4	4	0.38	0.52	0.12	2.21
Education	Illiterate	37	35	0.000	0.19	0.08	0.46
	Primary	58	100	0.011	0.34	0.15	0.79
	Secondary	36	70	0.028	0.39	0.17	0.92
	College	8	40	1.00	1.00	–	–
Occupation	Unemployed	8	7	1.00	1.00	–	–
	Government	18	57	0.031	3.62	1.15	11.37
	Self-employed	3	3	0.89	1.14	0.17	7.60
	Merchant	26	45	0.23	1.98	0.64	6.08
	Farmer	39	59	0.33	1.73	0.58	5.15
	Housewife	22	29	0.49	1.51	0.47	4.79
	Student	19	29	0.35	1.74	0.54	5.61
	Other	4	16	0.046	4.57	1.03	20.35
Reason for seeking services	CVD	6	33	1.00	1.00	–	–
	DM	9	23	0.20	0.47	0.15	1.49
	ART	60	63	0.001	0.19	0.08	0.49
	Injury	9	26	0.27	0.53	0.17	1.67
	OR	11	26	0.14	0.43	0.14	1.32
	PUD	7	23	0.41	0.60	0.18	2.01
	Other	37	51	0.005	0.25	0.095	0.66
Access for medications	Paying	69	161	0.002	1.94	1.27	2.97
	Free	70	84	1.00	1.00	–	–

Abbreviations: ART, antiretroviral therapy; COR, crude odd ratio; CI, confidence interval; CVD, cardiovascular disease; DM, diabetes mellitus; PUD, peptic ulcer disease; OR, operation room (patients with some procedures); MTUTH, Mizan-Tepi University Teaching Hospital.

Table 3 Factors associated with satisfaction of clients on pharmaceutical services (N=384), MTUTH, March 2016

Variables	Categories of variables	Satisfaction		p-value	COR	95% CI
		Satisfied	Unsatisfied			Lower	Upper
Sex	Male	104	100	0.498	1.149	0.769	1.717
	Female	98	82	1.00	1.00	–	–
Age, years	<25	54	51	1.00	1.00	–	–
	25–34	55	62	0.511	0.838	0.494	1.42
	35–44	70	44	0.137	1.503	0.878	2.571
	45–54	18	22	0.489	0.773	0.372	1.605
	55–60	5	3	0.548	1.574	0.358	6.928
Education	Illiterate	27	45	0.002	0.300	0.139	0.646
	Primary	89	69	0.204	0.645	0.328	1.270
	Secondary	54	52	0.071	0.519	0.255	1.057
	College	32	16	1.00	1.00	–	–
Occupation	Unemployed	9	6	1.00	1.00	–	–
	Government	47	28	0.846	1.119	0.360	3.478
	Self-employed	1	5	0.097	0.133	0.012	1.444
	Merchant	38	33	0.648	0.768	0.247	2.385
	Farmer	48	50	0.429	0.640	0.212	1.935
	Housewife	22	29	0.254	0.506	0.157	1.633
	Student	27	21	0.978	0.857	0.263	2.789
	Other	10	10	0.557	0.667	0.172	2.584
Primary reasons for seeking services	CVD	26	13	1.00	1.00	–	–
	DM	14	18	0.055	0.389	0.148	1.021
	RVI	64	59	0.112	0.542	0.255	1.153
	Injury	23	12	0.931	0.958	0.365	2.514
	OR	20	17	0.262	0.588	0.233	1.488
	PUD	17	13	0.397	0.654	0.245	1.746
	Other	38	50	0.016	0.380	0.170	0.836
Payment	Free	120	110	0.837	0.958	0.636	1.442
	Paying	82	72	1.00	1.00	–	–

Abbreviations: COR, crude odd ratio; CVD, cardiovascular disease; DM, diabetes mellitus; RVI, retroviral infection; PUD, peptic ulcer disease; OR, operation room; CI, confidence interval; MTUTH, Mizan-Tepi University Teaching Hospital.

Table S1 The proportion and mean score of respondents for each parameters used to assess perception toward pharmaceutical services, MTUTH, March 2016

Variable	SA (%)	A (%)	DA (%)	SDA (%)	Mean
Pharmacists are essential health care professionals who need to take part in your treatment	111 (28.9)	143 (37.2)	120 (31.3)	10 (2.6)	2.92
Pharmacists counsel you about the directions for use of medications	108 (28.1)	159 (41.4)	108 (28.1)	9 (2.3)	2.95
Pharmacists can counsel and educate you on your medication and drug therapy uses	78 (20.3)	184 (47.9)	105 (27.3)	17 (4.4)	2.84
Pharmacists can intervene you in the event of any form of problem with your treatment	77 (20.1)	219 (57)	75 (19.5)	13 (3.4)	2.93
Pharmacists have responsibilities to monitor your response to drugs	65 (16.9)	175 (45.6)	122 (31.8)	22 (5.70	2.73
Pharmacists are responsible for providing you medications in the hospital pharmacies	90 (23.3)	132 (34.4)	151 (39.3)	11 (2.9)	2.78
Pharmacists are very helpful in drug product selection	78 (20.3)	158 (41.1)	117 (30.5)	31 (8.10)	2.73
Pharmacists are not competent to give advice on health matters	97 (25.3)	168 (43.8)	93 (24.2)	26 (6.8)	2.87
Pharmacists are health care providers	106 (27.5)	148 (38.5)	110 (28.6)	20 (5.2)	2.88
You can discuss very serious health problems with pharmacists	73 (19)	205 (53.4)	88 (22.9)	18 (4.7)	2.85

Abbreviations: SA, strongly agree; A, agree; DA, disagree; SDA, strongly disagree; MTUTH, Mizan-Tepi University Teaching Hospital.

Table S2 Multivariable output for determinants of clients’ perception, MTUTH, March 2016

Variables		Perception		p-value	AOR	95% CI
		Poor	Good			Lower	Upper
Age, years	<25	36	69	–	–	–	–
	25–34	36	81	0.644	1.165	0.610	2.223
	35–44	44	70	0.853	0.939	0.484	1.822
	45–54	19	21	0.564	0.778	0.331	1.828
	≥55	4	4	0.184	0.338	0.068	1.678
Education	Illiterate	37	35	0.009	0.226	0.074	0.691
	Primary	58	100	0.086	0.405	0.144	1.137
	Secondary	36	70	0.062	0.381	0.139	1.049
	College	8	40	–	–	–	–
Occupation	Unemployed	8	7	–	–	–	–
	Government	18	57	0.545	1.492	0.409	5.445
	Self-employed	3	3	0.895	0.870	0.110	6.913
	Merchant	26	45	0.757	1.204	0.371	3.905
	Farmer	39	59	0.923	1.059	0.332	3.380
	Housewife	22	29	0.838	1.134	0.341	3.772
	Student	19	29	0.740	1.232	0.359	4.232
	Other	4	16	0.067	4.185	0.904	19.370
Reason for seeking services	CVD	6	33	–	–	–	–
	DM	9	23	0.172	0.428	0.127	1.447
	ART	60	63	0.004	0.210	0.071	0.616
	Injury	9	26	0.258	0.496	0.147	1.674
	OR	11	26	0.161	0.431	0.133	1.398
	PUD	7	23	0.546	0.677	0.191	2.401
	Other	37	51	0.007	0.248	0.089	0.688
Payment	Paying	69	161	0.464	1.238	0.699	2.192
	Free	70	84	–	–	–	–

Abbreviations: AOR, adjusted odd ratio; CVD, cardiovascular disease; DM, diabetes mellitus; PUD, peptic ulcer disease; OR, operation room; CI, confidence interval; MTUTH, Mizan-Tepi University Teaching Hospital; –, no data.

Table S3 The proportion and mean of satisfaction score of respondents for each parameter used to assess satisfaction with the pharmaceutical services, MTUTH, March 2016

Variable	EX (%)	VG (%)	G (%)	F (%)	P (%)	Mean
The availability of medicines that are prescribed to you in the pharmacy	79 (20.6)	121 (31.5)	122 (31.8)	44 (11.5)	18 (4.7)	3.51
The care that the pharmacy professional takes while supplying your medicines	132 (34.4)	163 (42.2)	76 (19.80	8 (2.1)	5 (1.3)	4.06
The privacy of your conversations with the pharmacist	31 (8.1)	135 (35.2)	163 (42.4)	42 (10.9)	13 (3.4)	3.33
How well the pharmacist explains possible side effects	42 (10.9)	132 (34.4)	155 (40.4)	46 (12)	9 (2.3)	3.39
The fairness of cost of medicines in the pharmacy	120 (30.3)	129 (33.6)	85 (22.1)	35 (9.1)	15 (3.9)	3.79
The amount of time the pharmacy professional spends with you	27 (7)	134 (34.9)	196 (51)	18 (4.7)	9 (2.3)	3.39
The clarity of the pharmacy professionals instructions about how to take your medication	57 (14.8)	178 (46.4)	139 (36.2)	9 (2.3)	1 (0.3)	3.73
How well the pharmacy professional answers your questions	1 (10.7)	163 (42.4)	154 (40.1)	20 (5.2)	6 (1.6)	3.55
The information the pharmacist gives you about the results you can expect from your drug therapy	23 (6)	110 (28.6)	162 (42.2)	70 (18.2)	19 (4.9)	3.12
The amount of time you spend waiting for your prescription to be filled	26 (6.8)	64 (16.7)	136 (35.4)	99 (25.8)	59 (15.4)	2.73
The way your pharmacist works together with your doctor to make sure your medications are the best for you	27 (7)	158 (41.1)	175 (45.6)	19 (4.9)	5 (1.3)	3.48
Your pharmacy services overall	30 (7.8)	164 (42.7)	163 (42.4)	27 (7)	0 (0)	3.51

Abbreviations: EX, excellent; VG, very good; G, good; F, fair; P, poor; MTUTH, Mizan-Tepi University Teaching Hospital.

Table S4 Multivariable output for determinants of clients’ satisfaction, MTUTH, March 2016

Variable	Categories of variables	Satisfied	Unsatisfied	p-value	AOR	95% CI
						Lower	Upper
Age, years	<25	54	51	–	–	–	–
	25–34	55	62	0.856	0.946	0.518	1.728
	35–44	70	44	0.041	1.944	1.027	3.680
	45–54	18	22	0.879	1.067	0.463	2.463
	55–60	5	3	0.644	1.462	0.293	7.297
Education	Illiterate	27	45	0.031	0.332	0.122	0.902
	Primary	89	69	0.645	0.809	0.328	1.994
	Secondary	54	52	0.254	0.603	0.253	1.437
	College	32	16	–	–	–	–
Occupation	Unemployed	9	6	–	–	–	–
	Government	47	28	0.476	0.627	0.174	2.264
	Self-employed	1	5	0.036	0.072	0.006	0.843
	Merchant	38	33	0.365	0.577	0.176	1.894
	Farmer	48	50	0.194	0.459	0.142	1.486
	Housewife	22	29	0.157	0.415	0.122	1.404
	Student	27	21	0.788	0.844	0.244	2.922
	Other	10	10	0.444	0.577	0.141	2.358
Primary reasons for seeking services	CVD	26	13	–	–	–	–
	DM	14	18	0.032	0.327	0.118	0.908
	RVI	64	59	0.082	0.477	0.207	1.099
	Injury	23	12	0.971	0.981	0.348	2.766
	OR	20	17	0.175	0.502	0.185	1.359
	PUD	17	13	0.410	0.647	0.229	1.824
	Other	38	50	0.017	0.359	0.154	0.833

Abbreviations: AOR, adjusted odd ratio; CVD, cardiovascular disease; DM, diabetes mellitus; RVI, retroviral infection; PUD, peptic ulcer disease; OR, operation room; CI, confidence interval; MTUTH, Mizan-Tepi University Teaching Hospital; –, no data.