A population-based study on patients complaining regarding community pharmacies services
2020
Objective: Patients’ complain regarding pharmaceutical services at community
pharmacies is a fundamental issue as it can directly affect people’s service
utilization. For the first time in Iran, this survey aimed to investigate the experience
of people regarding declare a complaint against the pharmacy sectors as a
community-based study. Methods: In this cross-sectional study, over 100 samples
based on postal codes were randomly selected from the city of Shiraz in 2017–
2018. The data collection instrument was designed in two parts (demographic
and social profile which record the complaint experiences against pharmacists,
pharmacy services, etc.). The data were analyzed by SPSS. Findings: All 1035
eligible participants had a mean age of 45.54 ± 15.82 years (ranged from 14 to
91). Nearly 70% of the participants were female. Around 81.8% had a family
physician coverage, whereas 7.4% of them had no medical insurance coverage.
The frequency of complaints from the pharmacies was 35.6%. Nearly 55% of
the complaints were related to governmental pharmacies. Homemakers were
1.36 times more likely to have experienced complaints in comparison with their
employed female counterparts. Health status had an inverse association with
complaints. Those participants who had received prescription medication were
about two times more likely to have filed a complaint in comparison with those
who received medication without a prescription. In addition, females aged 40–59
and above 60 and unemployed participants were more satisfied with respect to
complaint follow-up process. Conclusion: Low level of satisfaction with respect
to the complaint process is a concerning issue; hence, strategies are warranted to
improve the quality of services provided in the pharmacies.
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