DOI: njcpt.com.ng/101.1.2.22
Corresponding Author: JOSEPH ASHIVOR
Howard University Global Initiative Nigeria, Cross Rivers State, Nigeria
E-mail: jashivor@sidhas.org
Abstract
Background: Inadequate client satisfaction due to prolonged client waiting time, Overcrowded health facilities
with inadequate human resource, sub-optimal quality of service delivery in health facilities may undermine the
goals of antiretroviral therapy (ART).
Objectives: The study was aimed at assessing the perception of clients on ART in Cross river state, of the
Differentiated care services provided to them at the health facility and Community Pharmacy.
Method: A prospective study which assessed the clients’ satisfaction of refill services in the health facility and
CP over a six months’ period prior to and after devolvement from the health facility to the CP. A total of 115
stable adult ART clients who were devolved from the health facility (between October 2016 and March 2017) to
continue ART refills in four Community Pharmacies in Calabar, Cross River State participated in the study. The
baseline client satisfaction assessment form was administered prior to devolvement to the Community Pharmacy
(CP) and 6 months after devolvement. At the CP, they were provided pharmaceutical care, medication adherence
monitoring, chronic care screening and monitoring for drug therapy problems. Pre-and post-Intervention data on
client satisfaction and analyzed.
Result: A total of 20 questions administered to the respondents were analyzed using paired t-test statistics. The
overall mean scores for satisfaction with the dispensing environment (27.47-66.26), confidentiality and privacy
(32.17-65.21), reduced stigma (30.08-45.56), friendliness of Community pharmacists to clients (29.04-,34.34),
communication skills (26.78-36.86) and opportunity for effective feedback (30.43-67.30) was higher for the post
intervention when compared to the pre-intervention six (6) months earlier. It was also observed that mean scores
for pharmaceutical care (30.78-38.78), adherence to refill pick-ups (25.91-40.52) and the general quality of service
delivery at the community pharmacies was higher for the post intervention. The P-value obtained from the paired
t-test analysis shows a value <0.05, conferring a significance difference in the post intervention responses.
Conclusion: There is an overall greater level of satisfaction and quality of care of services rendered to devolved
clients receiving refills in community pharmacies when compared to the services they received at General hospital
Calabar and doctor Lawrence Henshaw memorial hospital calabar, ensuring improved continuity of treatment.
Keywords: satisfaction, differentiated, care, community.
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