Satisfaction and preference of medication delivery services among patients with chronic diseases attending primary care settings in Qatar during Covid 19 pandemic: A cross sectional study

Abstract

Abstract During the COVID-19 epidemic, due to high risk from travel and gathering in groups, the Ministry of public Health in Qatar decided to offer home delivery of medication. We aim to investigate the satisfaction and preference of patients with chronic diseases who have utilized the new home delivery services from Health Centers. A descriptive cross-sectional study was used exploratory questionnaire to assess the preference of patients in terms of delivery of their medications. Out of 656 participants, 98.78% of the patients suffer from chronic diseases. Males (54%) were slightly more than the females (46%) and most were University graduates (68%). Age wise 68% were over 40 with majority 35% 41–50 years. Around 72% took an average of 10–30 minutes to travel from home to the health center. Majority (62.65%) preferred face to face in the way the services were arranged and information provided, ease of contacting to provide services (55%), sorting out queries and problems (61%), complaints or concerns handled (59%), receiving the drugs without affecting the conditions of transportation and storage of medications (58%), the accuracy and completeness of supplies delivered (58%), the helpfulness and courtesy of the person delivering the medications (57%), the quality of services and advice received (59%). Majority felt face to face was more cost efficient than the home delivery service (64%). Overall, the views of patients regarding the home delivery services were generally positive, but some patients still held their preference of face-to-face interactions over certain aspects of the service provision. Costs have also been a concern after its introduction which needs to be addressed when considering future aspects of the service. This service may play a major role in the future to improve accessibility for the community and reduce unneeded visits to the health centers.