Comparison of Patient's Satisfaction with Pharmaceutical Care Services in Ownership-Based Pharmacies in Semarang, Indonesia
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Submitted
25 February 2021
Published
31 August 2022
Keywords:
-
Medicine information, Pharmacy services, Franchise and non-franchise pharmacies, Pharmacy staff
Abstract
Implementation of pharmacists services provided in all pharmacies must meet the standard of pharmaceutical services guidelines, including the provision of drug information. The study aims to compare the patient's perception of drug counseling services by pharmacy staff based on the type of pharmacy ownership (franchise/non-franchise) in Semarang. This research is an observational study with a cross-sectional design. Samples were taken of 286 respondents with a quota sampling technique. Data were collected using an online google form questionnaire tested for validity and reliability. The statistical analysis results used the Mann-Whitney test with a p-value of <0.05. There is no significant difference between the patient's perception of the drug information counseling services by pharmacy staff at the franchise or non-franchise pharmacies in Semarang with a p-value of 0.264. This study also found that the standard information given by pharmacy staff is healthy eating and education about antibiotics used in the common cold. In addition, only 55% of respondents were sure that the pharmacy staff who gave them drug information in pharmacies was a pharmacist. Consequently, we humbly recommend that pharmacists consistently wear their pharmacist identification.
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References
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26. Ali HS, Alhadab AS, Mohamed EB, Prajapati SK, Badulla WFS, Alshakka M, et al. Patients’ Perspectives on Services Provided by Community Pharmacies in Terms of Patients’ Perception and Satisfaction. J Young Pharm. 2019;11(3):279-84. doi:10.5530/jyp.2019.11.56
27. Al-Arifi MN. Patients’ perception, views and satisfaction with pharmacists’ role as health care provider in community pharmacy setting at Riyadh, Saudi Arabia. Saudi Pharm J. 2012;20(4):323–30. doi:10.1016/j.jsps.2012.05.007
28. Hasan S, Sulieman H, Stewart K, Chapman CB, Hasan MY, Kong DCM. Assessing patient satisfaction with community pharmacy in the UAE using a newly-validated tool. Res Social Adm Pharm. 2013;9(6):841–50. doi:10.1016/j.sapharm.2012.10.002
29. Larasanty LPF, Cahyadi MF, Sudarni NMR, Wirasuta IMAG. Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system. J Health Res. 2019;33(1):80–8. doi:10.1108/JHR-06-2018-0033
2. Lopes H, Lopes AR, Farinha H, Martins AP. Defining clinical pharmacy and support activities indicators for hospital practice using a combined nominal and focus group technique. Int J Clin Pharm. 2021;43(6):1660-82. doi:10.1007/s11096-021-01298-z
3. Eiland LS, Benner K, Gumpper KF, Heigham MK, Meyers R, Pham K, et al. ASHP-PPAG Guidelines for Providing Pediatric Pharmacy Services in Hospitals and Health Systems. J Pediatr Pharmacol Ther. 2018;23(3):177-91. doi:10.5863/1551-6776-23.3.177
4. Jimmy B, Jose J. Patient medication adherence: measures in daily practice. Oman Med J. 2011;26(3):155-9. doi:10.5001/omj.2011.38
5. Satibi, Marin VYW, Suwarni S, Kuswardhani. Analisis Perbedaan Implemantasi Standar Pelayanan Kefarmasian dengan Potensi Medication Error di Beberapa Rumah Sakit Kota Semarang. J Manajemen Pelayanan Farmasi J Manag Pharm Pract. 2017;7(3):125-31. doi:10.22146/jmpf.33251
6. Costa FA, Scullin C, Al-Taani G, Hawwa AF, Anderson C, Bezverhni Z, et al. Provision of pharmaceutical care by community pharmacists across Europe: Is it developing and spreading? J Eval Clin Pract. 2017;23(6):1336-47. doi:10.1111/jep.12783
7. Mulyagustina, Wiedyaningsih C, Kristina SA. Implementation of Pharmaceutical Care Standard in Jambi City's Pharmacies. J Manajemen Pelayanan Farmasi J Manag Pharm Pract. 2017;7(2):83-96. doi:10.22146/jmpf.30284
8. Wiryanto, Tanjung H, Rumonda R. Implementation of Standards for Managing Pharmaceutical, Medical Devices and Disposable Medical Materials in Community Pharmacy in Medan City. Open Access Maced J Med Sci. 2019;7(22):3769-73. doi:10.3889/oamjms.2019.532
9. Ilardo ML, Speciale A. The Community Pharmacist: Perceived Barriers and Patient-Centered Care Communication. Int J Environ Res Public Health. 2020;17(2):536. doi:10.3390/ijerph17020536
10. Alamri SA, Al Jaizani RA, Naqvi AA, Al Ghamdi MS. Assessment of Drug Information Service in Public and Private Sector Tertiary Care Hospitals in the Eastern Province of Saudi Arabia. Pharmacy. 2017;5(3):37. doi:10.3390/pharmacy5030037
11. Gobel N, Tuloli TS, Madania. Studi Penjaminan Mutu (Quality Assurance) Dalam Pelayanan Kefarmasian Di Apotek. J Syifa Sci Clin Res. 2022;4(2):237-46. doi:10.37311/jsscr.v4i2.13956
12. Athiyah U, Setiawan CD, Nugraheni G, Zairina E, Utami W, Hermansyah A. Assessment of pharmacists’ knowledge, attitude and practice in chain community pharmacies towards their current function and performance in Indonesia. Pharm Pract. 2019;17(3):1518. doi:10.18549/PharmPract.2019.3.1518
13. Hermansyah A, Wulandari L, Kristina SA, Meilianti S. Primary health care policy and vision for community pharmacy and pharmacists in Indonesia. Pharm Pract. 2020;18(3):2085. doi:10.18549/pharmpract.2020.3.2085
14. El-Sharif SI, Alrahman NA, Khaled N, Sayah N, Gamal E, Mohammed A. Assessment of Patient’s Satisfaction with Pharmaceutical Care Service in Community Pharmacies in the United Arab Emirates. Arch Pharma Pract. 2017;8:22-30.
15. Aljuffali LA, Alshabanah MO, Almalag HM. Cross-sectional study to evaluate burnout among pharmacy staff in Saudi Arabia during COVID-19 pandemic. Saudi Pharm J. 2022;30(4):440-53. doi:10.1016/j.jsps.2022.01.017
16. Osamor PE, Grady C. Women's autonomy in health care decision-making in developing countries: a synthesis of the literature. Int J Womens Health. 2016;8:191-202. doi:10.2147/ijwh.s105483
17. Tommasello AC. Substance abuse and pharmacy practice: what the community pharmacist needs to know about drug abuse and dependence. Harm Reduct J. 2004;1(1):3. doi:10.1186/1477-7517-1-3
18. Brown MT, Bussell JK. Medication Adherence: WHO Cares? Mayo Clin Proc. 2011;86(4):304-14. doi:10.4065/mcp.2010.0575
19. Manchanayake MGCA, Bandara GRWSK, Samaranayake NR. Patients' ability to read and understand dosing instructions of their own medicines - a cross sectional study in a hospital and community pharmacy setting. BMC Health Serv Res. 2018;18(1):425. doi:10.1186/s12913-018-3252-1
20. Fitzgerald RJ. Medication errors: the importance of an accurate drug history. Br J Clin Pharmacol. 2009;67(6):671-5. doi:10.1111/j.1365-2125.2009.03424.x
21. Toklu HZ, Hussain A. The changing face of pharmacy practice and the need for a new model of pharmacy education. J Young Pharm. 2013;5(2):38-40. doi:10.1016/j.jyp.2012.09.001
22. Ali S, Shimels T, Bilal AI. Assessment of Patient Counseling on Dispensing of Medicines in Outpatient Pharmacy of Tikur-Anbessa Specialized Hospital, Ethiopia. Ethiop J Health Sci. 2019;29(6):727-36. doi:10.4314/ejhs.v29i6.9
23. Saqib A, Atif M, Ikram R, Riaz F, Abubakar M, Scahill S. Factors affecting patients' knowledge about dispensed medicines: A Qualitative study of healthcare professionals and patients in Pakistan. PLoS One. 2018;13(6):e0197482. doi:10.1371/journal.pone.0197482
24. Bou-Saba AW, Kassak KM, Salameh PR. The current trends and challenges towards good community pharmacy practice and the way forward. Explor Res Clin Soc Pharm. 2022;6:100152. doi:10.1016/j.rcsop.2022.100152
25. McConnell KJ, Delate T, Newlon CL. The sustainability of improvements from continuing professional development in pharmacy practice and learning behaviors. Am J Pharm Educ. 2015;79(3):36. doi:10.5688/ajpe79336
26. Ali HS, Alhadab AS, Mohamed EB, Prajapati SK, Badulla WFS, Alshakka M, et al. Patients’ Perspectives on Services Provided by Community Pharmacies in Terms of Patients’ Perception and Satisfaction. J Young Pharm. 2019;11(3):279-84. doi:10.5530/jyp.2019.11.56
27. Al-Arifi MN. Patients’ perception, views and satisfaction with pharmacists’ role as health care provider in community pharmacy setting at Riyadh, Saudi Arabia. Saudi Pharm J. 2012;20(4):323–30. doi:10.1016/j.jsps.2012.05.007
28. Hasan S, Sulieman H, Stewart K, Chapman CB, Hasan MY, Kong DCM. Assessing patient satisfaction with community pharmacy in the UAE using a newly-validated tool. Res Social Adm Pharm. 2013;9(6):841–50. doi:10.1016/j.sapharm.2012.10.002
29. Larasanty LPF, Cahyadi MF, Sudarni NMR, Wirasuta IMAG. Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system. J Health Res. 2019;33(1):80–8. doi:10.1108/JHR-06-2018-0033
Authors
1.
Febrinasari N, Rosyid A, Huswatunnida F. Comparison of Patient’s Satisfaction with Pharmaceutical Care Services in Ownership-Based Pharmacies in Semarang, Indonesia. Borneo J Pharm [Internet]. 2022Aug.31 [cited 2024Apr.24];5(3):299-306. Available from: https://journal.umpr.ac.id/index.php/bjop/article/view/2158
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