DOI: 10.36347/sajp.2020.v09i02.001

Pages: 51-57

Satisfaction consist of a cognitive evaluation of an emotional response to the structure, process and outcome of a system. Patient satisfaction is now being used as an indicator of quality of health care services. The patronage of patients to a particular pharmacy will depend on the level of satisfaction they received from that pharmacy. The objectives of this study were to assess patient satisfaction with pharmaceutical care services in community pharmacies within Abuja metropolis and also to compare satisfaction obtained across different community pharmacies. A cross-sectional survey was conducted with a sample size of 500 participants at 10 randomly selected community pharmacies in Abuja, Nigeria. A self-completion questionnaire that employed a Likert-type scale was used. Data were used to calculate scores on a scale that ranged from 1 to 5, with an assumed midpoint of 3.0. Descriptive statistics on the sample characteristics and questionnaire items were computed which include means, standard deviations, frequency distributions, and cross tabulation. A total of 500 questionnaires were administered, Response rate was 70.8%. The mean response for all the responses was 3.72±0.88. The item that received the highest satisfaction rating was “how well the pharmacists instruct you about how to take your medications” with a mean score of 4.11. The factor loading for the instrument ranges from 0.539 to 0.753 while the Cronbach’s alpha for the instrument was 0.899. The study revealed that patients were satisfied with the level of care given to them by the community pharmacists within the city of Abuja, and satisfaction varies from one pharmacy to the other.