Patient Satisfaction with Outpatient Pharmacy Services in Hospitals: A Systematic Review

DOI

10.2991/978-94-6239-762-0_13How to use a DOI?

Keywords

Hospital pharmacy; Outpatient services; Patient satisfaction; Pharmacy services; Service quality

Abstract

Patient satisfaction is a key indicator of hospital service quality. Outpatient pharmacy services support medication access, clear communication, and adherence. Variations in satisfaction across countries emphasize the need for structured evaluation to identify service gaps and improve pharmacy care. This study aims to examine patient satisfaction with outpatient pharmacy services in hospitals. Articles were retrieved from PubMed, Europe PMC, Scopus, ScienceDirect, and SpringerLink, published from January 1st, 2015 to March 20th, 2025. Boolean operators were used to combine terms such as “Outpatient satisfaction”, “Patient satisfaction”, “Pharmacy services”, “Pharmaceutical services”, “Hospital pharmacy”, and “Healthcare pharmacy”. Thematic analysis was applied, and methodological quality was assessed using the Mixed Methods Appraisal Tool. From 514 records, 16 studies met the inclusion criteria (15 quantitative and one mixed-methods). Satisfaction ranged from 40.5% – 90.0%, influenced by service models, pharmacist communication, drug availability, waiting time, and infrastructure. Structured systems and effective pharmacist interaction were associated with higher satisfaction. Dissatisfaction was linked to drug stockouts, limited counseling, and lack of privacy. Patient satisfaction improves with structured services, good communication, and adequate counseling, but hindered by stockouts and long waiting times. Standardized tools and patient-centered improvements are needed to strengthen pharmacy service quality.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits any noncommercial use, sharing, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if you modified the licensed material. You do not have permission under this license to share adapted material derived from this chapter or parts of it.

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TY  - CONF
AU  - S. R. Deka Shintiya Kafriyani
AU  - Anna Wahyuni Widayanti
AU  - Tuangrat Phodha
PY  - 2026
DA  - 2026/09/04
TI  - Patient Satisfaction with Outpatient Pharmacy Services in Hospitals: A Systematic Review
BT  - Proceedings of the 6th International Conference on Bioinformatics, Biotechnology, and Biomedical Engineering (BIOMIC 2025)
PB  - Atlantis Press
SP  - 187
EP  - 202
SN  - 2468-5739
UR  - https://doi.org/10.2991/978-94-6239-762-0_13
DO  - 10.2991/978-94-6239-762-0_13
ID  - Kafriyani2026
ER  -