Factors influencing patient choice of Community Pharmacy in Kawempe Division, Kampala
Kipserem, Benjamin Kibichii
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Introduction: Patients report many factors that influence their choice of a pharmacy. These factors reflect on the quality of health care services received by clients on visiting a community pharmacy and hence client satisfaction. It is important for an entrepreneur to identify these factors so as to appreciate where to put more effort and resources in attracting more clients. Objective: To determine factors that influence patient’s choices of community pharmacies in Kawempe division. Methods: This was a cross-sectional study conducted at the 100 community pharmacies in Kawempe Division, Kampala. Data collection was done by administering questionnaires to 400 clients conveniently sampled. Data entry and analysis was done using Microsoft excel and STATA software respectively. Results: The key factors that influenced client choice of community pharmacy were good prices (90.5%), friendly staff (83.8%), professional knowledge (81.5%), good range of products (79.5%) and pharmacy location (78.8). However, fast service and convenient opening hours were least ranked at 12% and 8% respectively. Conclusion: Good prices, friendly and knowledgeable staff and good range of products greatly influence client choice of community pharmacy. There is need for prices of medicines to be controlled and training of pharmacy staff on customer care services.