A study on customers' perception towards pharmacy counter services in Sarawak General Hospital / Dayang Rubyati Abang Ibrahim

Today’s healthcare system appears more dynamic than ever, it operates in an increasing state of change. This changing in health care environment requires that providers not only examine their services but also their method of delivery for such services by re-engineering the basic practices of health care delivery and focusing on the patient care. Hospitals traditionally have been segmented internally into departments, each with responsibility for a set of clinical functions (e.g. pharmacy, laboratory, social work, nursing) or non-clinical functions (e.g. environmental services, finance, human relations). The purpose of this study is to focus on customer’s perception towards Pharmacy counter services provided by Sarawak General Hospital (SGH). The scope of study conducted at the Pharmacy counter. In this study, the researcher used primary and secondary data such as journals, articles, magazines, related book and internet to analyze the all the data collected. Moreover, this study tried to identify the problems occurred at the Pharmacy counter services in SGH. Therefore, about 100 questionnaires were distributed to the patients at the counter. However, only 77 questionnaires were returned and used in this study. The data were analyzed by using the statistical package for social science (SPSS). The findings show that the respondents (patients), generally quite satisfied with the services provided by the Pharmacy counter. However, there are certain part that the patients were not satisfied, need to be improve by the pharmacy department and top management of SGH.