pre-post intervention study on Improving quality of Pharmaceutical care service and increasing client satisfaction at outpatient and emergency pharmacyin AddisAlem hospital Bahir Dar ,Amhara , North West Ethiopia.

Abstract

Abstract As the quality of medication use is the central aspect of quality health care, measuring and thus improving the quality of pharmaceutical care plays a pivotal role in improving medical care and increasing client satisfaction in hospitals. Quality of pharmaceutical care can have influences on client satisfaction and treatment outcome. And it is recommended that measurement of the quality of pharmaceutical care should give emphasis on the feelings of the customers of the service. The involvement of pharmacy professionals and availability of infrastructure and dispensing aids is also expected to influence the quality of pharmaceutical care services. The objective of this intervention research was to improve pharmaceutical care service and increase client satisfaction at outpatient and emergency pharmacy inAddis alem hospital, Bahir Dar, Ethiopia by the end of September 31, 2016. An interventional study comparing the status of quality of pharmaceutical care service and client satisfaction at outpatient and emergency pharmacies before and after required procedural activities and quality pharmaceutical care services were placed in the two pharmacy units of this hospital.From a total of 18 pharmacy professionals (9 in pre and post study), 566clients (283 in pre and post study) were participated in the study. All pharmacy staffs working in the two units and those mentioned number of clients who were visited Addis alem hospital outpatient and emergency pharmacy units were selected in simple random sampli ng teqniques for survey as a study participants. Pre-intervention – intervention –post-intervention study was conducted. During these study phases, data entry and analysis was using Epi-info version 7.0 and SPSS version 20 respectively and excel spreadsheet. Two sample proportion test(pre and post) was used statistical test contributing to poor client satisfaction and poor quality of pharmaceutical care services by two means comparison test(T test).This project was done from June to September, 2016. The total cost required to conduct the study was 322,760.00 Ethiopian birr (ETB). After the implementation of appropriate implementation, quality of pharmaceutical care service and client satisfaction was significantly improved. After implementing these selected strategies, quality of pharmaceutical care service improved from poor to excellent and client satisfaction from 34 % to 88.% With p- value 0.001 which is significant proportion difference between pre intervention 34(SD±12.96%) and 88( SD±8.06%) with p value 0.001 which is significant mean difference between the two test methods (pre and post).