Public satisfaction with community pharmacists roles as healthcare providers: a cross-sectional study from Jordan

Abstract

Abstract Objectives In recent years, the responsibilities of community pharmacists have changed significantly. This study aimed to assess Jordanian public satisfaction with community pharmacists’ role as healthcare providers and to evaluate factors affecting their satisfaction level. Methods This cross-sectional questionnaire study was conducted among the Jordanian public using a convenience sampling approach between May 2022 and June 2022. A link to the self-administered questionnaire was distributed via different social media platforms to be filled by participants willing to participate to evaluate their views and satisfaction of community pharmacists’ role as healthcare providers. Key findings In this study, 710 participants agreed to participate in this study. The participants had a median age of 36.0 years and 62.3% of them were female. The most frequent reason for visiting any community pharmacy was purchasing prescription medications (83.1%). The location of the pharmacy was the most selected factor influencing the choice of a particular community pharmacy by the study participants (89.3%). Results showed that respondents had an acceptable satisfaction score about pharmacists’ behaviours and roles (median score of 32.0 out of 40.0). More than 80% of the participants were satisfied with the language used by the pharmacist in discussing drug-related matters (84.9%), with the privacy maintained by the pharmacist while dealing with them (83.1%), with pharmacists’ professionalism in dealing with patients (82.3%), and with the positive relationship between pharmacists and patients (81.0%). Respondents with a higher level of education showed more satisfaction towards pharmacists’ services compared to those with lower levels of education (Beta = 0.088, P = 0.031). Conclusions This study demonstrated an acceptable general satisfaction of community pharmacists while conducting their job, yet their role still mainly involves dispensing prescriptions.