Pharmaceutical Supply Chain Management Practices and their Impact on Pharmaceutical Service Quality at Central Gondar Zone & Gondar town administration: A SERVQUAL-Based Approach in the case of Ethiopian Pharmaceutical Supply Service

Abstract

Background: Effective management of the pharmaceutical supply chain is crucial for ensuring that quality drugs are available and affordable, particularly in regions where healthcare resources are limited. In Ethiopia, EPSS plays a pivotal role in distributing medicines to public health facilities. However, there is a significant knowledge gap regarding the impact of SCMP on the quality of pharmaceutical services. Therefore, this study assessed SCM practices and their impact on service quality in the Central Gondar Zone and Gondar town administration. Methods: A facility-based cross-sectional study was conducted from March 1 to September 30, 2023, at public healthcare facilities. Data were collected from 149 PSCM professionals using a self-administered questionnaire. Descriptive statistics are used to summarize and describe the basic features of a dataset. Furthermore, logistic regression was employed to ascertain the association between SCM practices and other factors on the quality of service delivered. Results: Out of the total 170 participants, 149 (87.7%) of the targeted group engaged in the research. A significant majority of the participants were male (65.77%). Additionally, the age demographic was predominantly (63.09%) within the 26-35 years. The proportion of pharmaceutical service quality was 21% (95% CI: 16–29). A significant portion (54.36%) of healthcare professionals reported having a poor relationship with EPSS. Further, the participant reported that about 52.35% of services were being delivered poorly. Quality assurance was implemented effectively by 48.32% of participants only. Health professionals who have good working relationships with EPSS (AOR = 3.60, 95% CI: 1.11–11.70) and good delivery services (AOR = 7.26, 95% CI: 1.87–28.19) were significantly associated with quality services. Conclusion: The study found a low prevalence of quality service in pharmaceutical SCM, and more than half of professionals reported poor relationships with EPSS. Key factors influencing quality service were having good delivery services and good working relationships with suppliers. The study highlights the need for better collaboration between healthcare professionals and EPSS.