User satisfaction with services provided by a drug information center in Sudan

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 intervie...

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Bibliographic Details
Published in:Pharmacy world and science 2008-12, Vol.30 (6), p.759-763
Main Authors: Fathelrahman, Ahmed Ibrahim, Awang, Rahmat, Bashir, Abdelgadir Ali, Taha, Isam Ali M., Ibrahim, Hind Musa
Format: Article
Language:English
Subjects:
Attitude of Health Personnel
Chi-Square Distribution
Drug Information Services - standards
Health education
Internal Medicine
Medicine
Medicine & Public Health
Patient Satisfaction
Patients
Pharmacists - psychology
Pharmacy
Physicians - psychology
Prescription drugs
Quality Assurance, Health Care
Quality of service
Short Research Report
Sudan
Surveys and Questionnaires
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Summary: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.
ISSN:0928-1231
2210-7703
1573-739X
2210-7711
DOI:10.1007/s11096-008-9245-0