Evaluation of Hospital Pharmacy Services and Patient Satisfaction at University of Maiduguri Teaching Hospital

The quality of hospital pharmacy services is a significant determinant of patient outcomes and healthcare satisfaction in tertiary hospitals. In conflict-affected regions such as Borno State, where the University of Maiduguri Teaching Hospital serves as the primary referral centre, assessing and improving pharmacy service quality is of particular public health importance. This study evaluated hospital pharmacy services and patient satisfaction at UMTH using a mixed-methods design. A validated patient satisfaction questionnaire adapted from the Pharmacy Services Questionnaire was administered to 300 outpatients attending the pharmacy over a four-week period. Key service quality dimensions assessed included waiting time, staff attitudes, medicine availability, counselling quality, and physical environment. In-depth interviews with pharmacy managers and exit interviews with patients provided qualitative context. Median dispensing waiting time was 47 minutes, which 68% of patients rated as unacceptably long. Overall patient satisfaction was 58%, with the highest satisfaction scores for staff courtesy and lowest for medicine availability. Essential medicines stockout was reported in 42% of patient encounters. Pharmacy counselling was rated adequate by only 38% of patients. Significant associations were found between waiting time reduction and overall satisfaction scores. These findings identify dispensing efficiency, medicine availability, and patient counselling as priority improvement areas for UMTH pharmacy services, with specific recommendations for queue management systems and supply chain strengthening. Keywords: hospital pharmacy services, patient satisfaction, UMTH, Maiduguri, dispensing quality.