Clients' perception of community pharmacists' services in Owerri, Imo State, Nigeria

Background: Client satisfaction has become an important and commonly used indicator for measuring quality in health care. There is paucity of data with regards clients' satisfaction with community pharmacy practice in Nigeria.

Objectives: This study objectives included assessing clients' perception and knowledge of pharmacists, their professional services and their satisfaction with these services. In addition, the factors contributing to their satisfaction were assessed.

Methods: A cross-sectional study was conducted between December 2014 and February 2015, involving clients visiting community pharmacies in Owerri city, Imo state, Nigeria using self-administered questionnaire. Clients' knowledge, perception and satisfaction with services provided by community pharmacists were assessed. Factors associated with clients' satisfaction were analyzed using Chi-square. A pvalue of <0.05 was considered statistically significant.

Results: The response rate to the 422 questionnaires distributed was 91.0% (384). A little above half (194, 50.5%) of the clients were males. Less than half (40.6%) of the clients could correctly identify the roles of community pharmacists. Generally, respondents indicated a high (317, 82.6%) level of overall satisfaction with the services provided by community pharmacists. Significant associations were found between clients' satisfaction and availability of drugs (p=0.025) and all the items on pharmaceutical care services rendered by pharmacists (p<0.05). 

Conclusion: Clients visiting community pharmacies in Owerri have a positive perception of the services provided by pharmacists. Ensuring that the drug needs of clients are met and provision of comprehensive pharmaceutical care have been identified as possible key factors that ensure patient satisfaction.