Unlocking Customer Insights: A Cross-Sectional Study on the Future of Community Pharmacies Services in Saudi Arabia

Le résumé fourni par la source

Patient satisfaction is crucial for evaluating healthcare quality and guiding policy decisions to improve services. Globally, community pharmacies are shifting towards patient’s care but faces the diverse perceptions. This study aims to explore the community pharmacy services in Saudi Arabia by conducting a of nationwide patient satisfaction survey. A multicentred online study was conducted across the Kingdom of Saudi Arabia. Through extensive literature review, a questionnaire was developed that was assessed for validity, and reliability. A sample size of 565 customers was calculated. The data was analysed by using SPSS for descriptive analysis and the Chi-square test. About 68.4% of participants were under the age of 35. Over half of the study's participants (60.3%) were female. Around half (51.9%) possessed a bachelor's degree. Over 70% expressed satisfaction with the education, training, age, and behaviour of the pharmacist. Additionally, more than 57.2% reported satisfaction with the presence of a noise-free separate counselling area within the pharmacy. The majority of participants (68.2%) expressed satisfaction or high satisfaction with the involvement of a prescriber in medicine dispensing. Over 66% reported satisfaction or high satisfaction with the readability of instructions on labels. Additionally, more than 55% expressed satisfaction or high satisfaction with the counselling and re-counselling process. These findings reveal the positive perception of community pharmacy services among participants. Further trainings of pharmacist and staff may strengthen the counselling services from the pharmacies

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