Mediterranean Journal Of Pharmacy And Pharmaceutical Sciences

Consumers' view, expectation and satisfaction with community pharmacy services

  • Authors Details :  
  • Mustafa A. Alssageer,  
  • Asmahan O. Hassan,  
  • Malak O. Rajab

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Community pharmacy has undergone a rapid expansion with various services moving away from the traditional supply function to other patient-focused services. Thus, the aim of this study is to examine consumer views and expectations toward the services provided in Libyan private community pharmacies, as well as customers' skepticism and their general satisfactions toward these services. The study is descriptive, cross-sectional survey and self-designed administered questionnaire. Study population comprised 0f adult patients or costumers who visited the community pharmacies. Out of the 600 questionnaires were personally handed, 462 of the distributed questionnaires were returned (response rate 77%). The majority of the participants reported that community pharmacy staff dealing with customers in polite ways (75%) and providing privacy and sufficient consideration (60%). Respondents agreed that the staff listens attentively and satisfied with encounter time by 60% and 50%, respectively. For provision of drug information as “how the drug work in the first-time use”, “customer experience of the side effects” and “their ability to using the prescribed medicine properly” were reported by 45%, 30% and 30%, correspondingly, while 60% of the respondents denied that staff provided the medication storage information. Regarding the customer skepticism toward community pharmacy services, 55% respondents agreed that services of community pharmacies tend to just concern on commercial aspects and 60% of respondents believed that services concern toward the business matter more likely than patient health. Interestingly, 85% of the respondents acknowledged the role of community pharmacy as indispensable healthcare setting. The availability of the pharmaceutical product and the cost of pharmacy products satisfied by 40% and 20% of the respondents, respectively. In conclusion, this study demonstrated low customer satisfaction with regard to community pharmacy services in the southern region of Libya. Community pharmacy staff should have an understanding of the codes of conduct and the ethical requirements for their practice of pharmacy profession.

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