Patient’s satisfaction toward waiting time at Out-patient Pharmacy Department Hospital Batu Pahat / Faridah Syazwani Mohamad Isa and Nur Radiza Ab Rahman

Satisfaction of patients with pharmacy services is closely related to their satisfaction with waiting time, especially at Out-patient Pharmacy Department (OPD). As outpatient-waiting time is a cause of concern for everyone, we decided to carry-out this topic at OPD Hospital Batu Pahat, to know what patient thought about the service, whether they were satisfied or not with it, hence what we could do to improve it. This study had carried out by retrospective and prospective measures. Retrospective data were collected from a computer system used by HBP called Queue-Monitoring-System (QMS) to get accurate out-patient waiting time records.. Then, we undergo prospective study by the questionnaire survey. The questionnaires were filled in by face to face interview and the respondent chosen by convenience sampling. From the study, we can see that about 95.7% of patients got their medication below 30 minutes while just a small percentage of patients got their medication over than 30 minutes. For patient’s satisfaction result, we observe that patient’s satisfaction were different along the working time interval. The highest percentage of patient’s satisfaction is 80 %( 3pm to 4pm), while the lowest is 63.3% (11am to 12pm). In the end of the result we were identifying the factors that influence the waiting time duration and its solutions. As conclusion, our study shown that patient’s satisfaction was influence by patient’s waiting time. More increasing patient’s waiting time, more decreasing percentage of patient’s satisfaction.