International Journal For Multidisciplinary Research

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A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Call for Paper Volume 7, Issue 4 (July-August 2025) Submit your research before last 3 days of August to publish your research paper in the issue of July-August.

Exploring Factors Influencing Client Experience and Waiting Time in a Public Hospital Setting in Ghana (A Sequential Explanatory Mixed-Methods Study)

Author(s) Dr. Ibrahim Ibn Saana, Dr. Dr.Daniel N.A. Ankrah, Dr. Charles K. Ofei-Palm, Dr. Daniel Amaning-Danquah
Country Ghana
Abstract Abstract
Background: Access to quality healthcare was identified as a cornerstone of effective health service delivery in Ghana, particularly in public hospitals where pharmacy departments served as vital patient contact points. Long waiting times at hospital pharmacies were found to hinder timely access to medications, negatively affect patient satisfaction, and compromise treatment adherence.
Objective: This mixed-methods study aimed to evaluate client waiting times and overall experiences at the pharmacy department of Korle Bu Teaching Hospital in Accra, Ghana, and identify key factors influencing service efficiency and patient satisfaction.
Methodology: A sequential explanatory mixed-methods design was employed, which combined quantitative data collection through structured questionnaires and time-motion studies with qualitative insights from in-depth interviews, focus group discussions, and direct observations. Data were collected over ten days from 110 pharmacy clients, with additional qualitative data obtained from 17 healthcare staff members and 28 patients across focus groups.
Results: Out of 110 valid responses, it was found that 58.2% were female and 60.0% were outpatients. While 96.3% of respondents reported feeling respected by pharmacists, only 31.3% indicated that pharmacists adequately listened to their concerns, and 34.0% received satisfactory medication dosage explanations. The median waiting time was determined to be 12 minutes (range: 2-62 minutes), with 66.0% of clients served within 15 minutes. Pharmacy dispensing efficiency was calculated at 79.4% (189 of 238 prescribed medications dispensed). Qualitative findings revealed that staff shortages, manual processes, and communication gaps were the primary contributors to waiting times.
Conclusion: The study revealed relatively efficient pharmacy operations but highlighted significant gaps in patient communication and counseling services. It was concluded that multi-level interventions addressing staffing, process automation, and communication training were needed to enhance overall service quality.
Keywords Patient waiting time, Client experience, Pharmacy services, Mixed-methods research, Ghana
Field Medical / Pharmacy
Published In Volume 7, Issue 4, July-August 2025
Published On 2025-08-06
DOI https://doi.org/10.36948/ijfmr.2025.v07i04.52862
Short DOI https://doi.org/g9wjdh

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