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 with pharmacy services is a key indicator for evaluating the quality of care provided in healthcare institutions. This parameter reflects the effectiveness of medication dispensing and availability and assesses key aspects such as personalized service, the responsiveness of pharmaceutical staff, and the efficiency of waiting time management. This study aimed to assess the satisfaction level among external users attending the pharmacy service of a pediatric health facility in Lima, Peru, in 2021. The study used an observational, descriptive, cross sectional design. A modified SERVQUAL questionnaire was administered to 384 participants who visited the hospital's pharmacy service. Satisfaction was evaluated by considering the dimensions of reliability, empathy, responsiveness, safety, and tangibility. The information collected was described using absolute and relative frequencies. A total satisfaction level of 68.92% was found. High dissatisfaction rates were observed in the dimensions of responsiveness (40.5%) and tangibility (41.1%). In contrast, higher satisfaction rates were recorded for safety (78.8%), empathy (77.31%), and reliability (70.3%). The study concluded that while overall user satisfaction was moderately high, user dissatisfaction is high in critical areas, such as responsiveness and tangibility, and warrants further attention.