Customers’ level of understanding and satisfaction of Therapeutic Drug Monitoring services

In our current training hospital, which is Hospital Sultanah Aminah, Johor Bahru, we had been informed by the pharmacist who in charged in Therapeutic Drug Monitoring that no survey on customers’ understanding and satisfaction had been done before. Instead of searching any problem that might occur in Therapeutic Drug Monitoring Department, we choose to survey their level of understanding and satisfaction first. From there, we could determine what had caused any problem that might occur while running samples. Every hospital all over Johor currently sent their sample to our training hospital as it is the main general hospital and the only hospital that provide TDM services. However, we narrowed our subject only to the hospital wards. We choose nurses as our target population instead of doctors and patients as nurses dealt with the department more often. As our research showed that their level of understanding and satisfaction still in medium ranking, we listed out what had caused it. One of their problem included lack of knowledge needed while handling the samples, where we found it is important to give them exposure regarding their responsibilities in sample handling. After that, we did some intervention including distributed pamphlet and organized a seminar for them. We did second survey after the intervention and turned out that their level of understanding and satisfaction had increased with a lot of improvement. We compared our data before and after intervention. We concluded that the level of understanding and satisfaction has correlation with each other.