Publication:

Consumers satisfaction with pharmaceutical services in community pharmacies in Benghazi-Libya

Background The pharmacist, as a front-line provider, is always in contact with patients who come to the pharmacy for various reasons. This study aimed to determine patients’ satisfaction with pharmaceutical services provided by community pharmacists.

Methods An anonymous, pre-piloted questionnaire-based study was conducted in Benghazi, Libya. Data were analyzed using SPSS, and results were expressed as frequency and percentage of respondents.

Results A total of 281 completed questionnaires were received back. The majority (196, 69%) of respondents were female. The respondents were of different age groups, but most of them were between 17 and 24 (65.1%) years old. Over 50% of the participants were students (159, 56.6%). The majority of participants find the pharmacist helpful (96%), and 77% of the participants have categorized the pharmacist as a salesman. Most of the participants ask the pharmacist about how to use a medical device, the dose of medication, the frequency of use, the duration of treatment, and the side effects of the medication. Patients (113, 4.2%) do not ask the pharmacist because the physician provided information.

Conclusions The results of the present study showed a moderate level of patient satisfaction with the help provided by the community pharmacist. However, the pharmacist needs to fully practice his or her role to the advantage of the patients, and the latter needs to be aware of what to expect and demand from the community pharmacist.