Outpatient satisfaction with medication dispensing quality at Hai Phong medical university hospital in 2022

Abstract

Patient satisfaction with outpatient medication dispensing is one of the factors to evaluate the quality of pharmacy services at Hai Phong Medical University Hospital.  A cross–sectional surveillance study was conducted on 245 outpatient patients at the hospital to assess their satisfaction. The questionnaire used in the research includes 34 observation variables and there are 5 factors, including 28 observation variables, that are used to evaluate patient satisfaction ensuring reliability with Cronbach's Alpha coefficient higher than 0.6. The results of the Exploration Factor Analysis (EFA) demonstrated that reliability, tangibles, empathy, and pharmacists' service capability are the 4 factors that have the impact on patient satisfaction with outpatient pharmacy services. Our study used multivariable regression analysis to evaluate the influence of the factors. The results showed that: the most influential factor is the reliability (B = 0,328) and these tangibles (B = 0,269), The third most influential factor is the empathy (B = 0,227), and the lowest influential factor is the pharmacists’ service capability (B = 0,159).