Patient's expectation and perception towards out-patients pharmacy services in Hospital Teluk Intan

This study was conducted to assess the level of patient's expectation and satisfaction towards out-patient department (OPD) of Hospital Teluk Intan (HTI) as the base of the investigation. Specifically, the objectives of this study are to identify the patients' expectation that pharmacists have not achieved yet. Next, to identify the association of patient's demographic factors with their satisfaction level, recognize the influence of patients' knowledge toward their expectation and relate their knowledge toward their satisfaction. This study involved 200 respondents who were randomly selected from OPD to answering a set of questionnaire that consists of two parts which were part A and part B. This questionnaire evolved of demographic and self-assessment affair. Data were analyzed using SPSS (Statistical Package for the Social Science) and the result was expressed as frequency and percentage. The response rate was 98.5% with 16.3% more female than male respondents. The majority of respondents were Malay (62.4%) which was at least twice higher than Indian (21.3%) and 3 times higher than Chinese (16.2%). More than quarters of respondents were age around 30 to 49 years old (44.2%), 25.4% of them was age between 18 to 29 years old and 28.4% were 50 years old and above. About 58. 9% of respondents were satisfied with OPD services. The majority of respondents agreed or very agreed that pharmacist provides sufficient medication supply (68.5%), 52.3% and 63.9% agreed or very agreed that the pharmacist spoke in an understandable way and answering their questions politely. About 68.5% and 41.6% of respondents agreed or very agreed that there was enough waiting chair for them while waiting for their turn and pharmacist give good explanation about their medications. There was 41.1 % of respondents did not satisfied with out-patient pharmacy services at HTI. The most disagree and unsatisfied service was the waiting time before receiving the medications. About 28.3% of respondents very disagree and 39.6% disagree that waiting time was acceptable.