Assessment of Patient Satisfaction with Pharmaceutical Services in Hospital Pharmacies in Dar es Salaam, Tanzania

Abstract

Exit survey was conducted at four hospitals in Dar es Salaam, Tanzania, where 401 outpatients (51% males and 49% females) were randomly recruited in the survey. A structured questionnaire was used to obtain the required information from the patients and the data was analyzed using Epi-Info version 6 software. The presence of a polite pharmacist at a particular pharmacy attracted many patients (85.8%). Availability of a reputable medical practitioner at the hospital was another reason for many patients (55.6%) going to the hospital pharmacy. A number of patients (46.3%) went to particular hospital pharmacies to obtain their medicines because of good services in those facilities. Dissatisfied respondents (23.7%) rated the waiting time to obtain the medicines as too long. This was followed by unavailability of prescribed medicines (18.2%) and poor facilities in the waiting room. Quality of services at the hospital pharmacies were rated at 46%. Patients felt that the waiting time and the availability of medicines could be improved.

Key words: Pharmaceutical services, patient satisfaction, Dar es Salaam