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Title : ASSESSMENT OF PATIENT SATISFACTION ON THE SERVICES PROVIDED BY COMMUNITY PHARMACIES IN AND AROUND PULIKKAL, KERALA
Authors : *Linu Mohan P, Shamna M, Dilip C, Abin C, Sajeev V Kumar, Sheron Joseph
Abstract : This study was planned to assess the patient satisfaction on the services provided by the community pharmacies at Pulikkal Panchayath – Kerala. A questionnaire was prepared with 10 questions which is helpful to measure the patient satisfaction level on the services like, availability of drugs, time taken for billing and dispensing, approach of pharmacist, advices on current health problem / general advices on medicine, location and layout of the pharmacy refund system, counselling service on side effects. A total of hundred filled questionnaire were collected back and the analysis of answers were done. Patients expressed that they were satisfied with the availability of the medicine in most of the pharmacies, and also the time taken for billing and dispensing of medicine. 38% of respondents were satisfactory in approach of the pharmacist. The locations of all pharmacies were very much convenient to the patient. Anyway most of the patients (37%) were not satisfied on services like advices on current health problem, general advices on medicine and the counselling service on side effects of drugs. Considering all the factors overall rating of the pharmacy was good (40%).

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