Evaluation on satisfaction of customers and medical professionals at pharmacies of Ulaanbaatar
- VernacularTitle:Улаанбаатар хотын эмийн сангаар үйлчлүүлэгчид болон эм зүйн мэргэжилтний сэтгэл ханамжийг үнэлэх нь
- Author:
Uyangaa B
1
;
Nomingerel B
1
;
Altantsetseg A
1
;
Ulambayar L
1
;
Bazarragchaa S
1
Author Information
1. Mongolian University of Pharmaceutical Sciences
- Publication Type:Journal Article
- Keywords:
pharmacist;
customer;
first-tier pharmacy;
second-tier pharmacy;
satisfaction;
service
- From:
Mongolian Pharmacy and Pharmacology
2023;23(2):33-40
- CountryMongolia
- Language:Mongolian
-
Abstract:
Introduction: Pharmacist and customer satisfaction is unique to other industries because it has a significant impact
on patient outcomes and the quality of primary health care. In the framework of health sector reforms,
improving the ethics and attitudes of medical professionals, the quality of care, internal environment
and safety has become a priority issue for the development of the organization.
According to statistical data, in 2020, there are 2343 second-class pharmacies in Mongolia, 1254 in
Ulaanbaatar, and 1249 pharmacies in Ulaanbaatar in 2021. As of 2020, there are 2639 pharmacists
and 2009 drug directors working in the country, and in 2021, there are 2913 pharmacists and 2010
drug directors. Compared to the previous year, the number of pharmacists has increased by 0.8%,
and the number of drug directors has increased by 13% has indicators. According to the above statistics, it is appropriate to study the satisfaction of specialists and clients in line with the increasing
number of pharmacies and specialists.
As of the 1st quarter of 2023, pharmaceutical experts who play an important role in the quality and
availability of pharmacy services and social economic development in the world (Pakistan, America,
Canada. Great Britain, Spain, South Africa, etc.) Because it is important to study the satisfaction of
pharmacists and the satisfaction of pharmacy users, we are conducting regular satisfaction surveys.
Purpose and objectives: The purpose of the research is to evaluate the satisfaction of customers and pharmacists in the pharmacy of Ulaanbaatar. For this purpose, the following objectives were proposed. It includes:
1. Survey of pharmaceutical experts and pharmacy users determine the sample size
2. To evaluate the satisfaction of pharmacy users through a questionnaire
3. To evaluate the satisfaction of pharmacists by questionnaire
4. Compare the level of satisfaction by age group and perform statistical processing
Materials and methods: A survey of pharmacy customers and pharmacist satisfaction was conducted using a Cross-sectional
studies model. The Survey system calculator was used to calculate the sample size based on the
representativeness of the sample to be studied. The survey was conducted between the 4th quarter
of 2022 and the 2nd quarter of 2023. and the satisfaction of customers and pharmacists was obtained by random sampling by the UB City Hospitals and Health Deparments, and data was collected using 2 types of questionnaires to be evaluated on a 5-point Likert scale using the SERVQUAL model. The results were processed using Microsoft Excel and SPSS 23.0 software. The reliability of the survey questionnaire was calculated using the Cronbach alpha coefficient.
Results: A total of 758 people participated in our study, and satisfaction was determined by including n=369 pharmacists and n=389 customers, respectively. A breakdown of the results:
369 pharmacists participated in the survey, and according to the total number of questions, 48.0%
n=177 are satisfied, 37.7% n=139 are very satisfied. Considering the satisfied age group of pharmaceutical specialists, n=101 specialists in the age group of 26-35 years are the most satisfied.
52.85% n=195 satisfied. 25.20% n=93 Very satisfied, 20.87% n=77 Moderately satisfied, 0.54% n=2
Not at all satisfied, 0.54% n=2 He replied that he did not know. According to the results of the survey,
pharmaceutical professionals are highly satisfied.
On the other hand, 389 customers participated in the satisfaction survey of pharmacy users, and
according to the total results of the group questions, 67.4% n=262 customers were moderately satisfied with the organization's care and service culture and intimate environment outside the organization is satisfied. Looking at the satisfaction of pharmacy customers by age group, n=121 customers under 25 years of age have moderate satisfaction is satisfied.
49.61% n=193 not satisfied at all, 35.22% n=137 Moderately satisfied with the pharmacy services
from the surveyed customers, degree, 9.55% n=37 Very satisfied, 5.66% n=22 answered that they
do not know. Therefore, it shows the need to consider the quality of care.
Conclusion: 369 experts were included in the survey to evaluate the satisfaction of customers and pharmacists with the pharmacy, and 2 groups of evaluations were used in the survey. The reliability of the
22 questionnaires, calculated by Cronbach's alpha coefficient, is good between 0.9 a≥0.846. The
majority of pharmaceutical professionals (n=316) surveyed are satisfied with their profession and
workplace.
However, the reliability of the questionnaire used in the research to evaluate the satisfaction of customers in the pharmacy, when calculated by Cronbach's alpha coefficient, is acceptable between 0,8 a≥0.777. The n=262 customers surveyed are moderately satisfied with pharmacy services.
Depending on the age group of the people involved in the research, the location where they work
and serve, the relationship attitude, understanding, and workload satisfaction level are different.
- Full text:202505102349032370MPPJ-2023-23(2)-33-40.pdf
