User satisfaction with services provided by a drug information center in Sudan
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Objective The services of the Ministry of Health Drug Information Center—Khartoum State were evaluated by assessing users’ satisfaction. Method Four hundred and twenty-three subjects were recruited from center records using a systematic random sampling technique. Subjects who consented were interviewed by telephone using a specially designed semi-structured questionnaire. Descriptive as well as comparative analyses were carried out. Differences between groups were tested using the Chi-square test when applicable. Results The majority of users surveyed (89.6%) had called the center from within Khartoum State and 10.4% of users had called from other states. Of the enquiries, 36.1% were from pharmacists, 29.5% from physicians, and 22.3% from laypersons. The vast majority (93.1%) of respondents were educated to degree level or higher. Approximately one fifth, one half, and one third of the users surveyed had consulted the center >5 times, 2–5 times, and once, respectively. More than 90% of users rated the services provided as good to excellent and 94.7% declared their probable intention to continue utilizing the center in the future. Conclusion The center succeeded in satisfying and retaining its users by providing an acceptable quality of service.
KeywordsDrug information center Pharmacy Questionnaire Sudan User satisfaction
We would like to express our sincere appreciation and gratitude to the Khartoum Drug Information Center’s staff, especially Miss Hana Yassin, for their cooperation and help.
The present study was conducted using the available resources of the General Directorate of Pharmacy, Ministry of Health—Khartoum State, with some assistance from the Department of the Research.
Conflicts of interest
None to declare.
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