Measuring patient satisfaction and expectations with minor ailment management services in Jordanian community pharmacies

Purpose: To investigate the satisfaction and expectations of community pharmacy customers with the pharmacy services in minor ailments management. Methods: This study was conducted using a cross-sectional structured questionnaire distributed to adults from the general public in Jordan over two months. Data were analyzed using descriptive statistics (frequencies, percentages) to summarize the findings. The chi-squared test and a regression model were employed to identify predictors of patient satisfaction. Results: A total of 498 participants were approached out of which 394 were included in the data analysis. Within the past year, 269 (68.3 %) visited a community pharmacy for treating minor ailment and 125 (31.7 %) did not. Among the participants who visited the pharmacy in the last 12 months, 91 (33.8 %) went for relieving pain, 68 (25.3 %) to manage flu symptoms, and 46 (17.1 %) to address digestion problems. Of those participants (n = 269), 189 (70.3 %) were satisfied with the pharmacy services in minor ailment management. Among the study participants, 306 (77.7%) had high expectations of pharmacy services in managing minor ailments. Conclusion: A significant number of Jordanians turned to community pharmacies for managing minor ailments, with the majority expressing satisfaction with the services provided. However, satisfaction levels varied based on gender and geographical location, and individuals with chronic illnesses had high expectations from these pharmacy services.