A study on patients’ satisfaction towards services of Outpatient Pharmacy Department , Putrajaya Hospital / Nor Khalidah Torji Nordin

Customer satisfaction is the most important criteria in making the society feeling healthy thus making the hospital environment welcoming to patient. In fact Pharmacy is the last station a patient goes to in their visit to the hospital. Therefore perfect services should well be given by the staff to patient with the intention that their visits to the Pharmacy Department will sooth their feeling after a long day at the hospital. A survey was done so as to evaluate what patients feel towards services given. The objective of this study was to determine the level of patients’ satisfaction with the pharmacy services provided by pharmacy staffs at Putrajaya Hospital. A survey was administered to the patients from Specialist Clinics. Patients were asked to fill a survey form and returned back the survey forms. Surveys were collected from 24th September to 29th September 2007. Patients were asked about the level of satisfaction with the appearance of facilities at pharmacy, the availability of pharmacy services and quality of the pharmacy services . Data from completed surveys were analyzed using Microsoft Excel . Almost 60% of respondents indicated that they were satisfied with the overall pharmacy services that were delivered. Only 39% of respondents find that they were very satisfied with the services and 1% of respondents were less satisfied with the services delivered.