Assessing Patient Satisfaction and Sociodemographic Determinants in Outpatient Pharmaceutical Care

Dian Ayu Juwita; Chofifah Putri Isnania Syaiful; Dita  Permatasari

doi:10.15408/pbsj.v8i1.51282

Authors

Dian Ayu Juwita Universitas Andalas https://orcid.org/0000-0003-2078-2049
Chofifah Putri Isnania Syaiful Universitas Andalas
Dita Permatasari Universitas Andalas https://orcid.org/0000-0002-5920-0360

DOI:

https://doi.org/10.15408/pbsj.v8i1.51282

Abstract

Abstract: Patient satisfaction is an important indicator of pharmaceutical service quality, reflecting the interaction between healthcare providers and patients. The shift from drug-oriented to patient-oriented care requires healthcare professionals to improve service quality to meet patient needs and expectations. This study aimed to evaluate patient satisfaction with pharmaceutical services at the Outpatient Pharmacy of Semen Padang Hospital and its relationship with sociodemographic characteristics, including gender, age, education, occupation, and payment type. This study used a descriptive quantitative method with a cross-sectional approach using the Larson questionnaire as the research instrument. Data were analyzed using the Chi-square and Spearman tests. The study involved 391 patients who met the inclusion criteria at the Outpatient Pharmacy of Semen Padang Hospital. Most respondents were female (67.3%), adults (81.1%), had a high school education (37.1%), were unemployed (65.7%), and used BPJS insurance (82.1%). Overall, patient satisfaction with pharmaceutical services was categorized as “satisfied” with a mean score of 3.87. The Friendly Explanation dimension showed a higher score (3.95) than the Managing Therapy dimension (3.77). Gender, age, and occupation did not affect patient satisfaction (p>0.05), while education and payment type affected patient satisfaction (p<0.05). Overall, patients at the Outpatient Pharmacy of Semen Padang Hospital were satisfied with the pharmaceutical services provided, indicating good service quality and positive patient perceptions toward pharmaceutical care.

Keywords: Outpatient Pharmacy, Patient Satisfaction, Pharmacy Services, Sociodemographic Characteristics

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