Abstract

Introduction: Patient satisfaction is a globally accepted healthcare quality indicator. It has a great impact on medication adherence and treatment outcomes. Therefore, the aim of this review is to assess the level and determinants of patient satisfaction with pharmacy services in Ethiopian hospitals.

Methods: To ensure inclusion of relevant studies, this review followed and used the Preferred Reporting Items for Systematic Review and Meta-Analysis (PRISMA) guideline and checklist. Comprehensive searches of electronic online databases such as Google Scholar, PubMed, Science Direct and Research Gate were accessed from inception of this review to December 20, 2021. The search by used the keywords: “patient satisfaction”, “hospital pharmacy services” and “Ethiopia” either alone or in different order of combinations limiting the language to English.

Results: Electronic online databases were searched and 2,480 records were identified. Ninety-nine duplicates were removed. Title and abstract screening resulted in the exclusion of 2,364 irrelevant articles. Two articles were excluded with justification. Finally, 15 articles were included in the review. The level of patient satisfaction in hospitals was varied based on hospitals APTS implementation. It ranged from 40.5% to 92.3%. There were variations in the determinants of patient satisfaction but socio-demographic factors, pharmacy setting and pharmacy service were the general determinants of patient satisfaction.

Conclusion: Patient satisfaction with pharmacy services in Ethiopian hospitals was generally found to be low. Patients served at APTS implemented hospitals were highly satisfied but further studies should be conducted to confirm consistence. Quality healthcare setting and service had positive impact on level of patient satisfaction. Satisfied patients adhere to medications which in turn improve treatment outcomes.

Keywords: Patient satisfaction; Hospital pharmacy service; Ethiopia