Patient Satisfaction Towards Outpatient Pharmacy Services and Associated Factors at Dessie Town Public Hospitals, South Wollo, North-East Ethiopia

Figures & data

Table 1 Sample Size Determination to Assess Patients’ Satisfaction Towards Outpatient Pharmacy Services, 2020

S.No	Factor	% Outcome Unexposed	AOR	Sample Size
1	The waiting area is comfortable and convenient (21)	35.6	0.5	356
2	The staff number is enough to the service (22)	54.23	0.32	120
3	Patient–pharmacist interaction status (13)	48.24	0.28	106

Figure 1 Sampling procedure for the study, 2020 (n=414).

Table 2 Socio-Demographic Characteristics of Participants (n=414)

Variables	Frequency (n)	Percentage (%)
Sex
Male	216	52.2
Female	198	47.8
Age (in Years)
18–27	112	27.1
28–37	102	24.6
38–47	94	22.7
48–57	63	15.2
>58–67	43	10.3
Level Education
unable to read and write	81	19.6
primary Education	117	28.3
Secondary Education	111	26.8
Diploma & Above	105	25.4
Ethnicity Amhara	377	91.1
others	37	8.9
Marital Status Single	134	32.4
Married	230	55.6
Divorced	30	7.2
Widowed	20	4.8
Employment Status
Employed	93	22.5
Unemployed	241	58.2
Student	60	3.4
Retired	6	1.4
Religion Islam	259	62.6
Orthodox	133	32.1
Protestant	21	5.1
Others	1	0.2
Residence Urban	237	57.2
Rural	177	42.8
Payment status
By Company Free/Health	46	11.1
Insurance	202	48.8
Cash/Out Of Pocket	166	40.1

Figure 2 Patients’ response towards facility-related service attended the Outpatient Pharmacy Units of Dessie Town Public Hospitals, 2020 (n=414).

Table 3 Patient Response Towards Pharmaceuticals at Dessie Town Public Hospitals Northeast Ethiopia, 2020 (n=414)

Service sought

For self: 184 (44.5)

For relatives: 230 (55.5)

Number of drug dispensed

One: 84(20.6%)

More than one: 330(79.6%)

Frequency of visit

one time: 175 (42.3)

More than one time: 239 (57.7)

Figure 3 Patient response towards medication availability, 2020 (n=414).

Table 4 Satisfaction Scores of Participants, 2020 (n=414)

Variables	Satisfied	Neutral	Dissatisfied
	Frequency (N, %)	Frequency (N, %)	Frequency (N, %)
The professionalism of the pharmacy personnel	(281,67.9)	(59,14.3)	(74,17.9)
Service equality	(298,72)	(66, 15.9)	(50,12.1)
Clarity of the voice and tone of the pharmacy personnel	(338, 81.6)	(23, 5.6)	(53,18.8)
Counseling on how to take medications	(349, 84.3)	(18,4.3)	(47, 11.4)
Treating with courtesy and respect	(295,71.3)	(41,9.9)	(78, 18.8)
Counseling about medication precautions and side effects	(178, 43)	(25,6)	(211, 51.0)
Amount of time the pharmacist offers	(174,42)	(55,13.3)	(185,44.7)
Counseling on proper storage of medications	(192, 46.4)	26(6.3)	(196,47.3)
Appropriateness of pharmacy location	(244,58.9)	(48,11.46)	(122, 29.5)
Fairness of service waiting time in the pharmacy	(296, 71.5)	(41, 9.9)	(77, 18.6)
Label readability and provision of understandable instruction	(301, 72.7)	(31, 7.5)	(82,19.8)
Privacy of conversation	(129, 31.2)	(32, 7.7)	(253, 61.1)
Promptness of prescribed drug	(278, 67.1)	(52,12.6)	(84, 20.3)
Cleanliness of Pharmacy service area	(301,72.7)	(57, 13.8)	(56, 13.5)
Pharmacist politeness and interest	(264, 63.8)	(42,10.1)	(108, 26.1)
Availability of prescribed medication	(267,64.5)	(34, 8.2)	(113,27.3)
Fairness of cost of medication	(286, 69.1)	(62,15)	(66, 15.9)

Table 5 Bivariate and Multivariable Logistic Regression Analysis of Factors Associated with Patients’ Satisfaction, 2020 (n=414)

Variables	Frequency (%)		COR, 95% CI)	AOR, 95% CI	P
	Satisfied	Dissatisfied
Age 18–27 years	48 (19.5)	64(38.1)	1.00	1.00
28–37 years	75(30)	27(16.1)	0.27(0.15,0.48)	0.16(0.08,0.34)	0.001*
38–47 years	50(20.3)	44(26.2)	0.66(0.38,1.2)	0.49(0.24,0.99)	0.047
48–57 years	41(16.7)	22(13.1)	0.4(0.2,0.76)	0.3(0.13,0.68)	0.004*
≥58years	32(13)	11(6.6)	0.3(0.1,0.8)	0.17(0.05,0.53)	0.002*
Level of education illiterate	55(22.4)	26(15.5)	0.44(0.24,0.8)	1.03(0.45,2.3)	0.93
District education	70(28.5)	47(28)	0.6(0.37,1.08)	1.16(0.57,2.34)	0.67
Secondary education	70(28.5)	41(24.4)	0.55(0.3,0.9)	0.71(0.37,1.39)	0.32
Diploma & above	51(20.7)	55(32.1)	1.00	1.00
Residence Urban	131(53.3)	106(63.1)	1.5(1.00,2.24)	1.44(0.86,21.07)	0.08
Rural	115(46.7)	62(36.9)	1.00	1.00
Payment type By company	35(14.2)	11(6.5)	2.3(1.1,4.8)	2.90(1.21,6.95)	0.016*
Free/health insurance	117(47.6)	85(50.6)	2.43(1.15,5.12)	3.6(1.47,8.76)	0.005*
Cash/out of pocket	94(38.2)	72(42.9)	1.00	1.00
Frequency of visit one time	94(38.2)	82(48.8)	1.8(1.04,3.15)	2.4(1.19,4.80)	0.014*
More than one times	152(61.8)	86(51.2)	1.00	1.00
Number of drug dispensed
One	42(17.1)	42(25)	0.45(0.28,0.71)	0.3 (0.13, 0.41)	0.001*
More than One	204(82.9)	126(75)	1.00	1.00
Comfortability of private
counselling area Yes	88(35.8)	45(26.8)	0.65(0.4,1.07	0.55(0.30,1.19)	0.34
No	158(64.2)	123(73.2)	1.00	1.00
Comfortability of waiting area
Yes	148(60.2)	116(69)	1.47(0.9,2.2)	1.87(1.13,4.18)	0.015 *
No	98(39.8)	52(31)	1.00	1.00
Convenient of pharmacy
location Yes	175(71.1)	104(37.3)	0.65(0.43,0.9	0.61(0.37,1.003)	0.051
No	71(28.9)	64(38.1)	1.00	1.00
Number of Pharmacists
enough to provide service Yes	131(53.3)	75(44.6)	0.7(0.47,1.06)	0.76 (0.48,1.22)	0.272
No	115(46.7)	93(55.4)	1.00	1.00
Prescribed medication
availability Yes	152(61.8)	79(47)	1.00	1.00	0.001*
No	94 (38.2)	89(53)	0.54(0.36,0.81)	0.44 (0.26,0.71)

Notes: 1, Showed a reference used. *Showed a p-value < 0.05 in the multivariate analysis and statistically significant.