Kalungia & Kaman, 2016 Patients’ Satisfaction with Outpatient Pharmacy Services at the University Teaching Hospital and Ndola Central Hospital in Zambia

  • Admin Administrator
Keywords: Patient Satisfaction, Pharmacy Services, Hospital Pharmacy, Zambia


Background: Hospital pharmacy services offered at tertiary public hospitals in Zambia have yet to be evaluated from the perspective of the patients they serve.
Main Objective: To determine patients’ satisfaction with outpatient pharmacy services provided at University Teaching Hospital (UTH) and Ndola Central Hospital (NCH) in Zambia.

Design: Cross-sectional descriptive study

Setting: University Teaching Hospital and Ndola Central Hospital

Participants: Randomly selected patients (N=150) (38% male, 62% female) that were accessing outpatient pharmacy services at both the UTH and NCH.

Methodology: A semi-structured interviewer-administered questionnaire consisting closed and open ended questions was used to collect data. Descriptive statistical methods were used to analyze quantitative variables. Open-ended questions were grouped and thematically analyzed. Findings were presented in tables and charts.

Results: Only 33% of the patients were satisfied with the pharmacy services whereas majority (61%) were slightly satisfied and 6% of the patients showing dissatisfaction. Comparatively, there was no significant difference in patient’s rating of satisfaction with pharmacy services at the two hospitals (p>0.05). Obtaining prescribed drugs, adequacy of medication counselling, patients’ age and gender were significantly associated (p<0.05) with patients’ satisfaction with pharmacy services at the two hospitals. Non-availability and shortages of most prescribed medicines, lack of privacy and empathy when receiving medication information from the pharmacy personnel at the dispensary, and long waiting time were contributors to patients' dissatisfaction with the pharmacy services at the two hospitals.

Conclusions: Majority of patients were only slightly satisfied with outpatient pharmacy services they accessed at UTH and NCH. There remains great need for hospital administrators and pharmacy personnel at the two highest public hospitals to further improve the pharmacy services by addressing the attendant service gaps identified so as to meet the expectations of patients they serve.