Abstract:
Abstract
As the quality of medication use is the central aspect of quality health care, measuring and thus
improving the quality of pharmaceutical care plays a pivotal role in improving medical care and
increasing client satisfaction in hospitals. Quality of pharmaceutical care can have influences on
client satisfaction and treatment outcome. And it is recommended that measurement of the
quality of pharmaceutical care should give emphasis on the feelings of the customers of the
service. The involvement of pharmacy professionals and availability of infrastructure and
dispensing aids is also expected to influence the quality of pharmaceutical care services.
The objective of this intervention research was to improve pharmaceutical care service and
increase client satisfaction at outpatient and emergency pharmacy inAddis alem hospital, Bahir
Dar, Ethiopia by the end of September 31, 2016.
An interventional study comparing the status of quality of pharmaceutical care service and client
satisfaction at outpatient and emergency pharmacies before and after required procedural
activities and quality pharmaceutical care services were placed in the two pharmacy units of this
hospital.From a total of 18 pharmacy professionals (9 in pre and post study), 566clients (283 in
pre and post study) were participated in the study. All pharmacy staffs working in the two units
and those mentioned number of clients who were visited Addis alem hospital outpatient and
emergency pharmacy units were selected in simple random sampli ng teqniques for survey as a
study participants.
Pre-intervention – intervention –post-intervention study was conducted. During these study
phases, data entry and analysis was using Epi-info version 7.0 and SPSS version 20
respectively and excel spreadsheet.
Two sample proportion test(pre and post) was used statistical test contributing to poor client
satisfaction and poor quality of pharmaceutical care services by two means comparison test(T
test).This project was done from June to September, 2016. The total cost required to conduct
the study was 322,760.00 Ethiopian birr (ETB). After the implementation of appropriate
implementation, quality of pharmaceutical care service and client satisfaction was significantly
improved. After implementing these selected strategies, quality of pharmaceutical care service
improved from poor to excellent and client satisfaction from 34 % to 88.% With p- value 0.001
which is significant proportion difference between pre intervention 34(SD±12.96%) and 88(
SD±8.06%) with p value 0.001 which is significant mean difference between the two test
methods (pre and post).
