A cross-sectional assessment of patient satisfaction with pharmacy performance attending a public healthcare institute of Quetta city, Pakistan

  • Arsalan Sharif
  • Naheed Haque
  • Shama Jogezai
  • Humaira Rahim
  • Daud Ghilzai
  • Qaiser Iqbal
  • Sajjad Haider
  • Nabila Sadaf
  • Muhammad Anwar
  • Fahad SaleemEmail author
Original Article



The current study aimed to assess patients’ satisfaction with the pharmacy performance of an outpatient pharmacy and its variation with socio-demographic characteristics in Quetta, Pakistan.

Subjects and methods

The study was designed as a questionnaire-based, cross-sectional analysis. Data were collected from patients attending the medicine outpatient department of the Sandeman Provincial Hospital (SPH) Quetta, Pakistan. Besides the demographic information, the Patient Satisfaction with Pharmacy Performance questionnaire (PSPP-Q) was used for data collection. The cutoff values of being satisfied/dissatisfied with pharmacy services were calculated by receiver-operating characteristic curve. Both descriptive and inferential statistics were used, and where significant association was reported, mean ranks and Bonferroni post hoc adjustment were used for interpretation. SPSS V 21.0 was used for data analysis, and p < 0.05 was taken as significant.


Data were collected from 477 patients with a response rate of 97.3%. The mean satisfaction score was 74.47 ± 14.80 (maximum of 105, minimum of 0) indicating overall satisfaction with the pharmacy services. Gender was significantly associated (p < 0.05) with pharmacists being understandable, where males agreed more with the statement compared with their counterparts. The locality was also significantly associated (p < 0.05) with pharmacists being understandable as urban respondents were satisfied with the pharmacist interaction. Educational status was also significantly associated with items (pharmacist knew how to help me with expert advice; pharmacist’s main effort was to improve my health and not to profit as much as possible from me and pharmacist initiated counseling about my prescribed medicine without my having to ask for advice). The post hoc correction for the Kruskal-Wallis analysis revealed that graduates and postgraduates were in agreement on the above-mentioned study items. No significant associations were reported among other study variables.


Patients in the current study were satisfied with pharmacy performance. At the same time, certain concerns about improvements that need attention were highlighted by conducting a thorough study using a mixed-method approach.


Patient satisfaction Pharmacy performance Public healthcare institute Quetta city 



The authors would like to acknowledge Dr. Nejc Horvat, Chair of Social Pharmacy, Faculty of Pharmacy, Aškerčeva cesta, Slovenia, for the questionnaire used in the study. The authors express their appreciation to the participants of the study.

Compliance with ethical standards

Conflict of interest

The authors have declared no conflicts of interest about the authorship and/or publication of this article. No funding was received for this study.


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Copyright information

© Springer-Verlag GmbH Germany, part of Springer Nature 2019

Authors and Affiliations

  1. 1.Faculty of Pharmacy & Health SciencesUniversity of BalochistanQuettaPakistan
  2. 2.Bolan Medical Complex HospitalQuettaPakistan
  3. 3.Bolan University of Medical & Health SciencesQuettaPakistan
  4. 4.Sardar Bahadur Khan Women’s UniversityQuettaPakistan

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