PATIENT SATISFACTION TOWARDS PHARMACEUTICAL SERVICES AT THE GOVERNMENTAL HEALTH CARE INSTITUTION

Tablib Salim Al-Kalbani; Abdulkareem S Iblasi; Hassan Abdullah Al Buriki; I Gede Juanamasta

doi:10.22437/jiituj.v9i4.45160

Authors

Tablib Salim Al-Kalbani Directorate of Health Services Ministry of Health Buraimi Governorate https://orcid.org/0009-0004-6690-4368
Abdulkareem S Iblasi Buraimi University https://orcid.org/0000-0003-3360-1462
Hassan Abdullah Al Buriki Buraimi University https://orcid.org/0009-0005-5442-1892
I Gede Juanamasta STIKes Wira Medika Bali https://orcid.org/0000-0002-5445-7861

DOI:

https://doi.org/10.22437/jiituj.v9i4.45160

Keywords:

Cross-Sectional Study, Patient Satisfaction, Pharmaceutical Care, Pharmacy Communication, Pharmacy Services

Abstract

This study aimed to assess patient satisfaction with pharmaceutical services and examine related factors at government medical institutions in Al-Buaraimi Governorate. A cross-sectional design using a standardized self-administered questionnaire was applied. A total of 371 patients were selected through random sampling. The questionnaire covered five domains: sociodemographic characteristics, location, supply, pharmacist’s attitude, and promptness. Data were analyzed using multiple linear regression, Mann-Whitney U, and Kruskal-Wallis tests. The results of the respondents, 55.8% were male, with a mean age of 39.6 years. Overall, 75.27% were satisfied with pharmaceutical services. Highest mean scores were reported for “Pharmacist showed interest in helping me obtain medication” and “Pharmacist showed respect” (4.73), followed by “Received medication within a reasonable time” (4.71) and “Waiting time acceptable considering prescription quantity” (4.69). More than three-quarters (78.7%) used daily medications. Patients visited pharmacies an average of three times annually (SD ±1.372) and received about four items per visit (SD ±1.994). Dispensing took approximately three minutes (SD ±1.213). Four variables showed significant correlation with satisfaction, one showed weak correlation, and one showed no association (p < 0.05). Patient satisfaction with pharmaceutical services was generally high, reflecting the quality of care provided. However, regular audits are recommended to enhance satisfaction and support continuous quality improvement, particularly for national accreditation processes. Strengthening communication between pharmacies and government institutions is also essential to improve services and prevent drug-related issues.

Downloads

Download data is not yet available.

Author Biographies

Tablib Salim Al-Kalbani, Directorate of Health Services Ministry of Health Buraimi Governorate

Senior Specialized Pharmacist/General Directorate of Health Services – Ministry of Health – Buraimi Governorate, Al-Buraimi, Oman

Abdulkareem S Iblasi, Buraimi University

College of Health Science, Buraimi University, Al Buraimi, Oman

Hassan Abdullah Al Buriki, Buraimi University

College of Health Science, Buraimi University, Al Buraimi, Oman

I Gede Juanamasta, STIKes Wira Medika Bali

Nursing Program, STIKes Wira Medika Bali, Denpasar, Indonesia

References

Ajadi, O. T., & Ayanlowo, A. E. (2025). Teaching strategies and academic performance of students in basic science in Oyo State, Nigeria. Indonesian Journal of Education Research (IJoER), 6(4), 384-393. https://doi.org/10.37251/ijoer.v6i4.1759.

Al-Tannir, M., Alharbi, A. I., Alfawaz, A. S., Zahran, R. I., & AlTannir, M. (2016). Saudi adults satisfaction with community pharmacy services. SpringerPlus, 5(1), 1–5. https://doi.org/10.1186/s40064-016-2442-8.

Alkilany, A. O. A., al-Wasewi, I. H. H., & Nazir, M. I. (2025). Islamic education reform in western contexts: Challenges and opportunities for teacher professionalism. Jurnal Pendidikan Agama Islam Indonesia (JPAII), 6(3), 148-156. https://doi.org/10.37251/jpaii.v6i3.2211

Alnemer, K. A., Al-Homood, I. A., Alnemer, A. A., Alshaikh, O. M., & Alsaidan, M. A. (2015). A multicenter study of factors affecting patient’s satisfaction visiting primary health care clinics in Riyadh, Saudi Arabia. Family Medicine & Medical Science Research, 4(2), 169. https://doi.org/10.4172/2327-4972.1000169.

Alomi, Y. A., Kurdy, L., Aljarad, Z., Basudan, H., & Almekwar, B. (2016). Patient satisfaction of pharmaceutical care of primary care centers at Ministry of Health in Saudi Arabia. Journal of Pharmacy Practice and Community Medicine, 2(3), 79–87. https://doi.org/10.5530/jppcm.2016.3.4.

Alshammari, F. (2014). Patient satisfaction in primary health care centers in Hail City, Saudi Arabia. American Journal of Applied Sciences, 11(8), 1234–1240. https://doi.org/10.3844/ajassp.2014.1234.1240.

Ankrah, D. N. A., Ofei-Palme, C. N., Nordor, M., Nelson, F., Ocansey, D., & Bruce, E. (2014). African Journal of Pharmacy and Pharmacology Patients’ perception and expectations of services provided by pharmacists in Ghanaian hospitals. 8(46), 1164–1172. https://doi.org/10.5897/AJPP2014.4204.

Asadova, N. (2025). Organisation of emotional intelligence development programme in the educational process and professional activities in STEM Fields. Jurnal Ilmiah Ilmu Terapan Universitas Jambi, 9(2), 676–694. https://doi.org/10.22437/jiituj.v9i2.40350.

Asmaningrum, H. P., Gleko, A. E., Sathasivam, R. V., & Sumanik, N. B. (2025). Indigenous musical instruments as Ethno-STEM catalysts for enhancing scientific literacy through cultural integration. Journal Evaluation in Education (JEE), 6(3), 874-889. https://doi.org/10.37251/jee.v6i3.1744.

Ayalew, M., Taye, K., Asfaw, D., Lemma, B., Dadi, F., Solomon, H., Tazeze, H., & Tsega, B. (2017). Patients’/clients’ expectation toward and satisfaction from pharmacy services. Journal of Research in Pharmacy Practice, 6(1), 21. https://doi.org/10.4103/2279-042X.200995.

Ayele, Y., Hawulte, B., Feto, T., Basker, G. V., & Bacha, Y. D. (2020). Assessment of patient satisfaction with pharmacy service and associated factors in public hospitals, Eastern Ethiopia. SAGE Open Medicine, 8. https://doi.org/10.1177/2050312120922659.

Babiker, A., El Husseini, M., Al Nemri, A., Al Frayh, A., Al Juryyan, N., Faki, M. O., Assiri, A., Al Saadi, M., Shaikh, F., & Al Zamil, F. (2014). Health care professional development: Working as a team to improve patient care. Sudanese Journal of Paediatrics, 14(2), 9–16.

Caputo, A. (2017). Social Desirability Bias in self-reported wellbeing Measures: Evidence from an online survey. Universitas Psychologica, 16(2). https://doi.org/10.11144/Javeriana.upsy16-2.sdsw.

Charlize, S., Semilla, G. R., & Hossain, M. E. (2025). Reserving cultural heritage through traditional Filipino games. Multidisciplinary Journal of Tourism, Hospitality, Sport and Physical Education, 2(1), 76-82. https://doi.org/10.37251/jthpe.v2i1.1915.

Cui, J., Du, J., Zhang, N., & Liang, Z. (2025). National patient satisfaction survey as a predictor for quality of care and quality improvement–experience and practice. Patient Preference and Adherence, Volume 19, 193–206. https://doi.org/10.2147/PPA.S496684.

Demon, A., & Santos, V. (2025). Deepfake: A study on knowledge of media practitioners in Cotabato Province, Philippines. Journal of Social Knowledge Education (JSKE), 6(3), 386-400. https://doi.org/10.37251/jske.v6i3.1798.

Diaz, D., Funa, A., & Gabay, R. A. (2025). ChatGPT in STEM classrooms: Students’ perceptions of interest, academic proficiency, and learning independence. Journal of Basic Education Research, 6(3), 470-480. https://doi.org/10.37251/jber.v6i3.2096.

Donabedian, A. (2005). Evaluating the Quality of Medical Care. The Milbank Quarterly, 83(4), 691–729. https://doi.org/10.1111/j.1468-0009.2005.00397.x.

Druică, E., Ianole-Călin, R., Băicuș, C., & Dinescu, R. (2021). Determinants of satisfaction with services, and trust in the information received in community pharmacies: A comparative analysis to foster pharmaceutical care adoption. Healthcare, 9(5), 562. https://doi.org/10.3390/healthcare9050562.

El Hajj, M. S., Salem, S., & Mansoor, H. (2011). Public’s attitudes towards community pharmacy in Qatar: A pilot study. Patient Preference and Adherence, 5, 405–422. https://doi.org/10.2147/PPA.S22117.

Fahmi Khudair, I., & Raza, S. A. (2013). Measuring patients’ satisfaction with pharmaceutical services at a public hospital in Qatar. International Journal of Health Care Quality Assurance, 26(5), 398–419. https://doi.org/10.1108/IJHCQA-03-2011-0025.

Fehir Šola, K., Hrabač, P., Religioni, U., Frančić Pranjković, L., & Merks, P. (2025). Patient satisfaction with pharmacist-Led COVID-19 testing in community pharmacies: Insights from the Croatian experience. Healthcare, 13(7), 693. https://doi.org/10.3390/healthcare13070693.

Fetmirwati, F., Franco, L. G., & Tadena, M. T. G. (2025). Exploring the guided inquiry learning model in biology practicum: its impact on students’ scientific attitudes and cognitive knowledge. Journal of Academic Biology and Biology Education, 2(1), 26-34. https://doi.org/10.37251/jouabe.v2i1.1642.

González, N., Quintana, J. M., Bilbao, A., Escobar, A., Aizpuru, F., Thompson, A., Esteban, C., San Sebastián, J. A., & De la Sierra, E. (2005). Development and validation of an in-patient satisfaction questionnaire. International Journal for Quality in Health Care, 17(6), 465–472. https://doi.org/10.1093/intqhc/mzi067.

Gourley, G. K., Gourley, D. R., La, E., Rigolosi, M., Reed, P., Solomon, D. K., & Washington, E. (2000). . . . Development and Validation of the Pharmaceutical Care Satisfaction Questionnaire. 7(5), 461–466.

Hafiz, M. R. A.-, Calimbo, A. C., & Jlassi, M. (2025). Students’ attitude towards english language learning of 3rd grade students. Journal of Language, Literature, and Educational Research, 2(1), 92-98. https://doi.org/10.37251/jolle.v2i1.1911.

Hagad, H. R., & Riah, H. (2025). Augmented Reality-Based interactive learning media: Enhancing understanding of chemical bonding concepts. Journal of Chemical Learning Innovation, 2(1), 52-59. https://doi.org/10.37251/jocli.v2i1.1919.

Horvat, N., & Kos, M. (2010). Development and initial validation of a patient satisfaction with pharmacy performance questionnaire (PSPP-Q). Evaluation & the Health Professions, 33(2), 197–215. https://doi.org/10.1177/0163278710361924.

Hussein, M., Pavlova, M., Ghalwash, M., & Groot, W. (2021). The impact of hospital accreditation on the quality of healthcare: a systematic literature review. BMC Health Services Research, 21(1), 1057. https://doi.org/10.1186/s12913-021-07097-6.

Islami, M. R. A., Zafari, M., & Anjum, S. (2025). Wearable energy harvester: Application of piezoelectric sensors in shoes as a portable power source. Integrated Science Education Journal, 6(3), 249-257. https://doi.org/10.37251/isej.v6i3.2117.

Jande, M., Liwa, A., Kongola, G., & Justin-Temu, M. (2003). Assessment of patient satisfaction with pharmaceutical servicdar es Salaam, Tanzania. Journal of Pharmaceutical Sciences, 6, 52–56. https://doi.org/10.1016/j.foodchem.2011.05.115.

Jackson, M. M., & Alfaki, A. A. O. (2025). Advancing sustainable development goal 6: Innovations, challenges, and pathways for clean water and sanitation. Integrated Science Education Journal, 6(3), 224-231. https://doi.org/10.37251/isej.v6i3.2114.

Javed, A. (2005). Patient Satisfaction Towards Out Patient Department Services in Pakistan Institute of Medical Sciences, Islamabad. [Mahidol University]. http://www.li.mahidol.ac.the-thesis/4737959.pdf.

Jose, J., Al Shukili, M. N., & Jimmy, B. (2015). Public’s perception and satisfaction on the roles and services provided by pharmacists – Cross sectional survey in Sultanate of Oman. Saudi Pharmaceutical Journal, 23(6), 635–641. https://doi.org/10.1016/j.jsps.2015.02.003.

Kamei, M., Teshima, K., Fukushima, N., & Nakamura, T. (2001). Investigation of patients’ demand for community pharmacies: Yakugaku Zasshi, 121(3), 215–220. https://doi.org/10.1248/yakushi.121.215.

Khalaf Ahmad, A. M., Alghamdi, M. A. S., Alghamdi, S. A. S., Alsharqi, O. Z., & Al-Borie, H. M. (2016). Factors influencing patient satisfaction with pharmacy services: An empirical investigation at King Fahd Armed forces hospital, Saudi Arabia. International Journal of Business and Management, 11(9), 272. https://doi.org/10.5539/ijbm.v11n9p272.

Klinaku, L., Elumba, L. J., & Abbas, N. M. (2025). Fun strategies for learning mathematics: Exploring the potential of combinatorial game theory in discrete mathematics. Interval: Indonesian Journal of Mathematical Education, 3(1), 62-68. https://doi.org/10.37251/ijome.v3i1.1629.

Larson, L. N., Rovers, J. P., & MacKeigan, L. D. (2002). Patient satisfaction with pharmaceutical care: Update of a validated instrument. Journal of the American Pharmaceutical Association (1996), 42(1), 44–50. https://doi.org/10.1331/108658002763538062.

Le, N. N., & Aye, M. Z. (2025). The effect of integrating green sustainable science and technology into STEM learning on students’ environmental literacy. Integrated Science Education Journal, 6(3), 232-239. https://doi.org/10.37251/isej.v6i3.2116.

Lee, S., Godwin, O. P., Kim, K., & Lee, E. (2015). Predictive factors of patient satisfaction with pharmacy services in South Korea: A cross-sectional study of national level data. PLoS ONE, 10(11), 1–9. https://doi.org/10.1371/journal.pone.0142269.

Linh, T. T. T., Huong, T. T. M., & Thammachot, N. (2025). Sustainable nutrient management for NFT hydroponic lettuce: Integrating kipahit (Tithonia diversifolia) liquid organic fertilizer with AB-Mix. Integrated Science Education Journal, 6(3), 240-248. https://doi.org/10.37251/isej.v6i3.2118.

Molla, S., Moges, G., Toleha, H. N., Bayked, E. M., & Workneh, B. D. (2025). Patient satisfaction with pharmacy services and associated factors in Ethiopia: a systematic review and meta-analysis. BMC Health Services Research, 25(1), 971. https://doi.org/10.1186/s12913-025-12980-7.

Mor, B. (2025). Reimagining physics education for the 21st century: A Socio Technical perspective on curriculum reform and industrial relevance. Schrödinger: Journal of Physics Education, 6(3), 152-160. https://doi.org/10.37251/sjpe.v6i3.2013.

Nisa, S., Mohamed, H., & Yamkasikorn, M. (2025). The influence of using tiktok social media on students’ social interaction levels. Journal of Educational Technology and Learning Creativity, 3(1), 158-165. https://doi.org/10.37251/jetlc.v3i1.1862.

Pasulu, Y. T., Budiyanto, A. B., & Astuti, R. A. (2023). Evaluation of the level of patient satisfaction with pharmacy services at Dr. J.P. Wanane, Sorong District. Jurnal Ilmiah Ilmu Terapan Universitas Jambi, 7(2), 175–183. https://doi.org/10.22437/jiituj.v7i2.30113.

Quintana, J. M., González, N., Bilbao, A., Aizpuru, F., Escobar, A., Esteban, C., San-Sebastián, J. A., De-La-Sierra, E., & Thompson, A. (2006). Predictors of patient satisfaction with hospital health care. BMC Health Services Research, 6, 1–9. https://doi.org/10.1186/1472-6963-6-102.

Rahajo, M. S., & Kumyat, A. (2025). Analysis of driving factors for the implementation of clean technology to optimize green manufacturing in the wiradesa batik small and medium enterprises (SMEs). Integrated Science Education Journal, 6(3), 258-268. https://doi.org/10.37251/isej.v6i3.2115.

Saindah, S. N. (2025). The power of visual learning: Audio-Visual health education to combat stunting in toddlers. Journal of Health Innovation and Environmental Education, 2(1), 68-75. https://doi.org/10.37251/jhiee.v2i1.2008.

Sharma, B., & Jiwan, T. (2016). The Impact of Quality of Hospital Services on Patient ’ s Satisfaction in Selected Hospitals of Punjab , India. 5(5), 24–28.

Shrestha, S., Sapkota, B., Kumpakha, A., Acharya, U., & Sharma, R. (2015). Evaluation of patients’ knowledge on warfarin in outpatient pharmacy of a tertiary care cardiac center Health Services Research. BMC Research Notes, 8(1), 1–5. https://doi.org/10.1186/s13104-015-1416-1.

Soeiro, O. M., Tavares, N. U. L., Nascimento Júnior, J. M. Do, Guerra Junior, A. A., Costa, E. A., Acurcio, F. de A., Guibu, I. A., Álvares, J., Karnikowski, M. G. de O., Leite, S. N., & Costa, K. S. (2017). Patient satisfaction with pharmaceutical services in Brazilian primary health care. Revista de Saúde Pública, 51(suppl.2), 1–11. https://doi.org/10.11606/S1518-8787.2017051007145.

Soper, D. S. (2012). A-priori sample size calculator for multiple regression.

Surur, A. S., Teni, F. S., Girmay, G., Moges, E., Tesfa, M., & Abraha, M. (2015). Satisfaction of clients with the services of an outpatient pharmacy at a university hospital in northwestern Ethiopia: a cross-sectional study. BMC Health Services Research, 15(1), 229. https://doi.org/10.1186/s12913-015-0900-6.

Surya, S., Kamal, S., & Putri, L. E. (2019). Evaluation of patient satisfaction towards pharmacy services at hospital outpatient pharmacies in Padang. Borneo Journal of Pharmacy, 2(1), 31–34. https://doi.org/10.33084/bjop.v2i1.571.

Tanti, T., Anwar, K., Jamaluddin, J., Saleh, A. S., Yusup, D. K., & Jahanifar, M. (2025). Faith meets technology: Navigating student satisfaction in indonesia’s islamic higher education online learning. Jurnal Ilmiah Ilmu Terapan Universitas Jambi, 9(2), 695–708. https://doi.org/10.22437/jiituj.v9i2.41513.

Teshome Kefale, A., Hagos Atsebah, G., & Ayele Mega, T. (2016). Clients’ perception and satisfaction toward service provided by pharmacy professionals at a teaching hospital in Ethiopia. Integrated Pharmacy Research and Practice, Volume 5, 85–94. https://doi.org/10.2147/IPRP.S118657.

Trisninawati, T., Chantika, T., Sartika, D., Helmi, S., & Sahrani, S. (2025). Correlation of organizational culture and work environment with employee performance. Jurnal Ilmiah Ilmu Terapan Universitas Jambi, 9(3), 1172–1184. https://doi.org/10.22437/jiituj.v9i3.45982.

Zhao, X., & Lertlit, S. (2025). Assessing the Input-Process-Output model for quality management in asean universities: Perspectives ff Chinese students abroad. Jurnal Ilmiah Ilmu Terapan Universitas Jambi, 9(2), 810–822. https://doi.org/10.22437/jiituj.v9i2.41668.