Physician operated medication refill clinics in a primary care setting: Patients views and satisfaction regarding the quality of service

Rajab Ali Khawaja, Riaz Qureshi, Kamran Sattar Baloch, Mohamad Yousif Akasha, Mohammed Ali Al Shafaee, Ghulam Nabi Memon

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)


This cross sectional study aimed to assess patient's views and satisfaction regarding the quality of services of the "Family Physician Operated Medication Refill Clinics", in a primary care setting of a university hospital in Saudi Arabia. Pre tested, pre designed, well structured questionnaire written in English with Arabic translation was administered to a randomly selected volunteer patients, who presented medication refill clinics during a period of April-December 2009. A total of 302 anonymously completed questionnaires were returned to the investigators. Data was analyzed using SPSS-16 and the results expressed as counts and percentages. The results indicated that, approximately 97%, 91% and 84% participants were satisfied from overall performance of the refill physician, staff nurses and receptionists respectively. More than 93% patients got an appointment for the refill clinic on the day of their arrival and more than 80% of participants were seen by a refill clinic physician within one hour of their waiting time. According to the participants, the area of the service was easily accessible. The participants also recommended strongly the establishment of such a service in all major hospitals of the country. A significant number of respondents indicated the need for adequate facilities for the elderly, provision of suggestion/OVR (occurrence variance report) box and more educational material in the waiting room. The finding suggests that the physician operated medication refill service was highly satisfactory according to the majority of patients using it. Written comments of some of the participants reflected a need to improve some infrastructure and administrative aspects.

Original languageEnglish
Pages (from-to)4-8
Number of pages5
JournalMedical Channel
Issue number1
Publication statusPublished - Jan 2011


  • Family physician
  • Medication refill
  • Patient's satisfaction
  • Pharmaceutical care
  • Prescription refill
  • Primary care

ASJC Scopus subject areas

  • General Medicine


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