Outpatient satisfaction among users attending the pharmacy of a pediatric specialized health facility in 2021 Satisfacción de los usuarios externos que acudieron a la farmacia de un establecimiento de salud especializado pediátrico durante el año 2021

Abstract

External user satisfaction is a vital indicator for evaluating the quality of service provided. This parameter reflects not only the effectiveness of medication dispensing and availability but also crucial aspects such as personalized attention, the responsiveness of pharmaceutical staff, and the efficiency of waiting time management. The aim of this study was to determine the satisfaction level of external users attending the pharmacy service of a Peruvian facility specializing in pediatric health care in 2021. This descriptive, observational, cross-sectional study applied the modified SERVQUAL questionnaire to 384 participants who attended the hospital pharmacy. Findings were summarized in absolute and relative frequencies. A total satisfaction level of 68.92% was found. The dimensions with high dissatisfaction percentages were responsiveness (40.4%) and tangible aspects (41.1%). Higher satisfaction was noted in reliability (70.3%), responsiveness (59.5%), and safety (78.8%). The study revealed that overall user satisfaction is moderately high; however, critical areas require attention, particularly responsiveness and tangible aspects, where dissatisfaction levels are significant.