Level of patients’ satisfaction towards services provided during medication dispensing at Outpatient Pharmacy, Hospital Sultanah Aminah

This paper aims to identify whether professional attitudes and instruction given by the pharmacy staffs met patients’ satisfaction during medication dispensing. Staff performance is an important component in pharmacy services. A quality service is considered to be one of the important research topics in the context of service delivery in pharmacies. Frontline pharmacy service is the first step before the public or patients pursue the matter further. If at this first step they are provided with good quality service, indirectly it reflects positively on the pharmacy. However, if the quality of the service provided is poor it reflects negatively on the pharmacy. In this study, 296 of 300 patients who responded to the questionnaire and analysed by using Statistical Package for Social Sciences (SPSS) software to achieve the outcome of the study. The findings show that both aspects studied reflect a positive result. Several recommendations were suggested to Outpatient Pharmacy Department of Hospital Sultanah Aminah in order to improve its counter services delivery and to achieve patient satisfaction.