Patient Satisfaction with Pharmaceutical Services in Jordan: A Cross-Sectional Study

Objectives: Pharmacists’ responsibilities have become more patient-oriented so exploring patients’ satisfaction would lead to identifying and improving the quality of pharmaceutical services. The aim of the present study was to assess patients’ satisfaction with pharmaceutical services in Jordan
Methods: A cross-sectional study was conducted between December 2018 and April 2019. Patients’ satisfaction was assessed using three subscales; managing therapy, interpersonal relationship, and general satisfaction, in addition, to the socio-demographic questionnaire. Participants were asked about the degree of their satisfaction with the pharmaceutical services in all subscales’ questions using a 5-point Likert scale.
Results: A total of 1,333 patients participated in the study. The mean patient age was 32.4 years (SD = 11.6)52.5% (n = 700) were female. Patients had a good satisfaction score for overall pharmaceutical services with a mean score of 51.4 ± 11.4 out of 70. Among the subscales, the interpersonal relationship subscale showed a satisfaction score of 75.7% while the other two subscales (general satisfaction and managing therapy) showed slightly lower scores with 75.0% and 69.6%, respectively. Having good health and governmental or military health insurance, visiting the pharmacy more frequently, and dispensing medications from governmental hospitals, primary healthcare centers, or military hospital pharmacies were important predictors of better patient satisfaction with pharmaceutical services (p < 0.05).
Conclusions: This study presents some nationwide patient-reported outcomes about patient satisfaction in general pharmacy settings in Jordan. Focusing on patients’ satisfaction while providing pharmaceutical services is needed.