Abstract:
Objective: Satisfaction is becoming a popular health‑care quality indicator as it reflects the
reality of service or care provided. The aim of this study was to assess the level of patients’
expectation toward and satisfaction from pharmacy service provided and to identify associated
factor that might affect their expectation and satisfaction.
Methods: A cross‑sectional study was conducted on 287 patients, who were served in five
pharmacies of Gondar University Hospital in May 2015. Data regarding socio-demographic
characteristics and parameters that measure patients’ expectation and satisfaction were collected
through interview using the Amharic version of the questionnaire. Data were entered into SPSS
version 21, and descriptive statistics, cross‑tabs, and binary logistic regressions were utilized.
P < 0.05 was used to declare association.
Findings: Among 287 respondents involved in the study, 149 (51.9%) claimed to be satisfied
with the pharmacy service and setting. Two hundred and twenty‑nine (79.4%) respondents have
high expectation toward gaining good services. Even though significant association was observed
between the pharmacy type and patients level of satisfaction, sociodemographic characteristics of
a patient were not found to predict the level of satisfaction. There is a higher level of expectation
among study participants who earn higher income per month (>2000 Ethiopian birr [ETB]) than
those who get less income (<1000 ETB).
Conclusion: Although patients have a higher level of expectation toward pharmacy services,
their satisfaction from the service was found to be low.
