Unlocking Customer Insights: A Cross-Sectional Study on the Future of Community Pharmacies Services in Saudi Arabia
Pharmacy Practice
Mohammed Kanan1Department of Pharmaceutical Care Administration, Research and Stuides Unit, Rafha General Hospital, Northern Border Health Cluster, Rafha, Saudi Arabia.
Hind M. AlOsaimi2Department of Pharmacy Services Administration, King Fahad Medical City, Riyadh Second Health Cluster, Riyadh, Saudi Arabia.
Hanan Amin3Pharmacy Services Adminstration, Prince Sultan Military Medical City, Riyadh, Saudi Arabia.
Sami S. Aljohani4Department of Pharmacy Services, Johns Hopkins Aramco Healthcare, Dhahran, Saudi Arabia.
Wafa Bin Shamlan5Department of Pharmacy, Al Salama Hospital, Jeddah, Saudi Arabia.
Shoug M. ALjuaid6Department of pharmacy, Taif University, Taif, 26311, Kingdom of Saudi Arabia.
Abrar H. Almalki7Pharm.D graduate, Umm Al-Qura university, Makkah, Saudi Arabia.
Abdulaziz Alsalamah8Capitan Pharmacist, Pharmaceutical Care Department, Qassim PHC, Ministry of Defense - MoD Health Services, Qassim region, 51911, KSA.
Rawa M. Faden9Pharmacy Department, Northern Area Armed Forces Hospital, King Khalid Military, Hafr Al Batin 31991, Kingdom of Saudi Arabia.
Hend Almatrudi10Infection Control Department, Northern Area Armed Forces Hospital, Hafar Albaten, 10018, Kingdom of Saudi Arabia.
Mariam Hassan11Department of Pharmacy, Maternity and Children Hospital Dammam, Dammam, 63610, Kingdom of Saudi Arabia.
Eman M. alzahrani12Pharmacy Affairs Administration, First Health Cluster in Eastern Province, King Fahad Specialist Hospital, Dammam, Saudi Arabia.
Jawaher Mubarak13Department of Pharmaceutical Care, Maternity and Children Hospital, Rafha, Kingdom of Saudi Arabia.
Modhi Aldossary14Pharmacy Technician, Naval Base Hospital of the Armed Forces, Jubail/1045.
Mawahb Ahmed15Department of Pharmacy, Maternity and Children Hospital Dammam, Dammam, 63400, Kingdom of Saudi Arabia.
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.
