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Abstract：
BACKGROUND: Pharmaceutical care plays a crucial role in optimizing medication administration and improving patient health outcomes. However, medication adherence remains a challenge, with a significant percentage of patients discontinuing their medications. Value-added services (VASs), such as medication delivery, have been introduced to enhance pharmacy services and medication adherence.
OBJECTIVE: This study aims to evaluate satisfaction with a new medication delivery service at an Armed Forces Hospital outpatient pharmacy in Saudi Arabia and identify factors impacting utilization.
METHODS: A cross-sectional survey assessed patient satisfaction with a new pharmacy delivery service between January 2023 and March 2023. The target population consisted of adult patients who had used the pharmacy delivery service for at least one month. The survey contained 23 Likert scale questions assessing satisfaction across three domains: delivery process/personnel, medication quality, and pharmacist adherence to best practices.
RESULTS: A total of 110 patients responded to the survey, 383 invited patients; the mean age was 51.2 ± 15.3, and most were male 92 (83.6%), married 97 (88.2%), and living in urban areas 63 (57.3%). The overall satisfaction rate was 97 (88.1%), with 67 (60.9%) reporting satisfaction with the medication delivery service. On the delivery process/personnel items, over half strongly agreed that the delivery person called before arriving 59 (53.6%), medications were received on time 58 (51.8%), and the delivery person was polite 64 (58.2%). Most strongly agreed that the service helped with adherence 70 (63.6%) and saved travel costs 72 (65.5%) for medication-quality items. Most also strongly agreed that medications were properly packaged 65 (59.1%) and labeled 71 (64.5%). Regarding pharmacist practices, approximately 56 (50.9%) strongly agreed that the pharmacist provided education materials, inquired about adherence 49 (44.5%), and was respectful 55 (50%). Bivariate analyses found no significant associations between satisfaction and age, gender, residence, education, marital status, income, or disease (all p > 0.05). Satisfaction remained uniformly high across subgroups.
CONCLUSIONS: The medication delivery service demonstrated excellent patient reception regardless of its characteristics. Overall satisfaction with these services was high. There was no association between sociodemographic characteristics and the level of satisfaction. Continued monitoring and refinement could maximize the quality of pharmaceutical care afforded through innovative models supporting medication adherence.
OBJECTIVE: This study aims to evaluate satisfaction with a new medication delivery service at an Armed Forces Hospital outpatient pharmacy in Saudi Arabia and identify factors impacting utilization.
METHODS: A cross-sectional survey assessed patient satisfaction with a new pharmacy delivery service between January 2023 and March 2023. The target population consisted of adult patients who had used the pharmacy delivery service for at least one month. The survey contained 23 Likert scale questions assessing satisfaction across three domains: delivery process/personnel, medication quality, and pharmacist adherence to best practices.
RESULTS: A total of 110 patients responded to the survey, 383 invited patients; the mean age was 51.2 ± 15.3, and most were male 92 (83.6%), married 97 (88.2%), and living in urban areas 63 (57.3%). The overall satisfaction rate was 97 (88.1%), with 67 (60.9%) reporting satisfaction with the medication delivery service. On the delivery process/personnel items, over half strongly agreed that the delivery person called before arriving 59 (53.6%), medications were received on time 58 (51.8%), and the delivery person was polite 64 (58.2%). Most strongly agreed that the service helped with adherence 70 (63.6%) and saved travel costs 72 (65.5%) for medication-quality items. Most also strongly agreed that medications were properly packaged 65 (59.1%) and labeled 71 (64.5%). Regarding pharmacist practices, approximately 56 (50.9%) strongly agreed that the pharmacist provided education materials, inquired about adherence 49 (44.5%), and was respectful 55 (50%). Bivariate analyses found no significant associations between satisfaction and age, gender, residence, education, marital status, income, or disease (all p > 0.05). Satisfaction remained uniformly high across subgroups.
CONCLUSIONS: The medication delivery service demonstrated excellent patient reception regardless of its characteristics. Overall satisfaction with these services was high. There was no association between sociodemographic characteristics and the level of satisfaction. Continued monitoring and refinement could maximize the quality of pharmaceutical care afforded through innovative models supporting medication adherence.
摘要：
背景：药学服务在优化药物管理和改善患者健康结果方面起着至关重要的作用。然而,药物依从性仍然是一个挑战，相当比例的患者停药。增值服务(VAS)，比如送药，已被引入以提高药房服务和药物依从性。
目的：本研究旨在评估沙特阿拉伯武装部队医院门诊药房对新药物交付服务的满意度，并确定影响使用的因素。
方法：一项横断面调查评估了患者对2023年1月至2023年3月之间新的药房交付服务的满意度。目标人群包括使用药房交付服务至少一个月的成年患者。调查包含23个李克特量表问题，评估三个领域的满意度：交付流程/人员，药物质量,和药剂师遵守最佳实践。
结果：共有110名患者接受了调查，邀请患者383例；平均年龄为51.2±15.3岁，大多数为男性92例（83.6％），已婚97（88.2%），居住在城市地区63人(57.3%)。总体满意率为97(88.1%),67人（60.9%）报告对送药服务的满意度。关于交付过程/人员项目，超过一半的人强烈同意送货员在到达59人之前打电话(53.6%)，按时接受药物治疗58（51.8%），送货员礼貌64(58.2%)。大多数人强烈同意，该服务有助于遵守70（63.6％），并节省了72（65.5％）的药物质量项目的差旅费用。大多数人也强烈同意药物包装正确65（59.1％）和标记71（64.5％）。关于药剂师的做法，大约56名(50.9%)强烈同意药剂师提供教育材料，询问依从性49（44.5%），和尊重55（50％）。双变量分析发现满意度和年龄之间没有显著关联，性别,residence,教育,婚姻状况,收入,或疾病（均p>0.05）。各小组的满意度一直很高。
结论：无论其特点如何，给药服务都表现出出色的患者接受度。对这些服务的总体满意度很高。社会人口统计学特征与满意度之间没有关联。持续的监测和改进可以通过支持药物依从性的创新模式来最大限度地提高药物护理的质量。
目的：本研究旨在评估沙特阿拉伯武装部队医院门诊药房对新药物交付服务的满意度，并确定影响使用的因素。
方法：一项横断面调查评估了患者对2023年1月至2023年3月之间新的药房交付服务的满意度。目标人群包括使用药房交付服务至少一个月的成年患者。调查包含23个李克特量表问题，评估三个领域的满意度：交付流程/人员，药物质量,和药剂师遵守最佳实践。
结果：共有110名患者接受了调查，邀请患者383例；平均年龄为51.2±15.3岁，大多数为男性92例（83.6％），已婚97（88.2%），居住在城市地区63人(57.3%)。总体满意率为97(88.1%),67人（60.9%）报告对送药服务的满意度。关于交付过程/人员项目，超过一半的人强烈同意送货员在到达59人之前打电话(53.6%)，按时接受药物治疗58（51.8%），送货员礼貌64(58.2%)。大多数人强烈同意，该服务有助于遵守70（63.6％），并节省了72（65.5％）的药物质量项目的差旅费用。大多数人也强烈同意药物包装正确65（59.1％）和标记71（64.5％）。关于药剂师的做法，大约56名(50.9%)强烈同意药剂师提供教育材料，询问依从性49（44.5%），和尊重55（50％）。双变量分析发现满意度和年龄之间没有显著关联，性别,residence,教育,婚姻状况,收入,或疾病（均p>0.05）。各小组的满意度一直很高。
结论：无论其特点如何，给药服务都表现出出色的患者接受度。对这些服务的总体满意度很高。社会人口统计学特征与满意度之间没有关联。持续的监测和改进可以通过支持药物依从性的创新模式来最大限度地提高药物护理的质量。
