Published in PLOS One on 2026-05-22, this study is presented as an attributed evidence briefing. The excerpts below are the original researchers’ words, reproduced under their Creative Commons Attribution licence. Health Signal has selected the abstract and, where needed, opening background paragraphs; the complete methods, results, limitations and references remain in the linked paper.
Original study title: Client satisfaction with pharmacy services and associated factors at Yekatit 12 Hospital Medical College, Addis Ababa, Ethiopia
Original authors: Mekdes Tamiru Yizengaw, Bekele Simegn Demissie, Beimnet Taye Mekonnen, Birknesh Tamire Haile, Sosina Fikadu Mulugeta, Ekram Kemale Mohmmed, Samrawit Birhanu Alemu, Melaku Birhanu Alemu
Source: PLOS One • DOI 10.1371/journal.pone.0349245
Read the complete primary study ↗ · Creative Commons Attribution licence
From the researchers
Abstract
Client satisfaction is a crucial indicator of healthcare quality, influencing treatment adherence, continuity of care, and overall health outcomes. However, there is limited evidence on client satisfaction with pharmacy services in Ethiopia. This study aims to assess client satisfaction levels and their determinants in pharmacy services at Yekatit 12 Hospital, Addis Ababa.
A hospital-based cross-sectional study was conducted at Yekatit 12 Hospital Medical College, from 21 April 2025–15 May 2025. A total of 422 adult patients and caregivers were selected using systematic random sampling from five pharmacy units. Data were collected through a structured, interviewer-administered questionnaire. The questionnaire included sociodemographic characteristics and measures of satisfaction. Responses were measured on a five-point Likert scale, and the mean score was used to categorise participants as satisfied or dissatisfied. Data were analysed using STATA software, and multivariable logistic regression identified factors associated with satisfaction. Ethical approval was obtained from the Institutional Review Board (IRB) of Yekatit 12 Hospital Medical College (Reference number: RPO/934/25).
Overall, 49.76% of participants were satisfied with outpatient pharmaceutical services. Participants with secondary education or higher had significantly lower odds of satisfaction compared with those with no formal education (AOR = 0.23; 95% CI: 0.07–0.79). Clients who did not receive all prescribed medications were also less likely to be satisfied (AOR = 0.35; 95% CI: 0.20–0.60). In contrast, ART pharmacy users had higher odds of satisfaction compared with outpatient pharmacy users (AOR = 3.27; 95% CI: 1.38–7.78).
Client satisfaction with pharmacy services at Yekatit 12 Hospital was low. Educational status, type of pharmacy service, and medication availability were associated with satisfaction levels. Higher satisfaction in the ART pharmacy underscores the value of specialised service. Strengthening drug supply systems, enhancing staff-client interaction, and improving service processes may increase satisfaction across pharmacy units.
Introduction
Pharmacy services play a crucial role in the healthcare system, significantly contributing to public health and favourable health outcomes [1]. In recent years, pharmacy services have evolved from solely dispensing medications to adopting a more patient-centred approach focused on comprehensive care [2].
Healthcare quality has become a major global concern, evolving to meet patients’ growing needs [3,4]. Poor quality treatment is responsible for around 5.7 to 8.4 million fatalities annually in low- and middle-income countries (LMICs) [5]. Sub-Saharan Africa disproportionately has a lower quality of health, with only 42.4% being satisfied with the availability of quality health care [6].
While it was traditionally assessed using professional practice standards, the inclusion of broader quality indicators has made patients’ perceptions an increasingly important measure of healthcare performance [7]. Ensuring the accessibility of pharmacy services and maintaining client satisfaction are fundamental aspects of enhancing the overall quality of pharmaceutical care provided [8–10]. Despite the significant role of client satisfaction often being low in Ethiopia, with outpatient pharmacy service satisfaction ranging from 46.2% to 59.4% [1,11].
Reading this evidence
Use the full paper to check the study design, participant selection, comparator and outcome definitions before drawing a practical conclusion. An association does not by itself show cause and effect. A reported performance measure needs its denominator and uncertainty. A finding from a particular facility, sample or time period should retain that scope when it is discussed elsewhere.
This briefing makes the source accessible within the wider hospital systems desk. It does not assess an individual patient or certify a product. When considering relevance to another health system, examine the original authors’ account of context and limitations, then seek local implementation evidence. The related reporting below provides other studies to read alongside this one; it is a topic connection, rather than a claim that their results are directly comparable.
© 2026 Mekdes Tamiru Yizengaw, Bekele Simegn Demissie, Beimnet Taye Mekonnen, Birknesh Tamire Haile, Sosina Fikadu Mulugeta, Ekram Kemale Mohmmed, Samrawit Birhanu Alemu, Melaku Birhanu Alemu. Excerpts reproduced under CC BY. Selection, formatting and contextual notes by Health Signal. The researchers are the authors of the source study, not members of Health Signal’s staff.
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