Magnitude of client satisfaction and its associated factors with outpatient pharmacy service at Dubti General Hospital, Afar, North East Ethiopia: A cross sectional study

Anwar Brhan Gidey; Taklo Simeneh Yazie; Tegegne Bogale; Tesfaye Molla Gulente

doi:10.1371/journal.pone.0260104

Peer Review History

Original SubmissionAugust 5, 2021
20 Oct 2021 Decision Letter - Bin Su, Editor PONE-D-21-25324Magnitude of client satisfaction and its associated factors with outpatient pharmacy service at Dubti General Hospital, Afar, North East Ethiopia: A cross sectional studyPLOS ONE Dear Dr. taklo simeneh yazie%, Thank you for submitting your manuscript to PLOS ONE. After careful consideration, we feel that it has merit but does not fully meet PLOS ONE’s publication criteria as it currently stands. Therefore, we invite you to submit a revised version of the manuscript that addresses the points raised during the review process. Please submit your revised manuscript by Dec 04 2021 11:59PM. If you will need more time than this to complete your revisions, please reply to this message or contact the journal office at plosone@plos.org. When you're ready to submit your revision, log on to https://www.editorialmanager.com/pone/ and select the 'Submissions Needing Revision' folder to locate your manuscript file. 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The PLOS ONE style templates can be found at https://journals.plos.org/plosone/s/file?id=wjVg/PLOSOne_formatting_sample_main_body.pdf and https://journals.plos.org/plosone/s/file?id=ba62/PLOSOne_formatting_sample_title_authors_affiliations.pdf 2. In the ethics statement in the Methods and online submission information, please clarify whether consent was written or verbal. If verbal, please also specify: 1) whether the ethics committee approved the verbal consent procedure, 2) why written consent could not be obtained, and 3) how verbal consent was recorded. If your study included minors, state whether you obtained consent from parents or guardians. If the need for consent or parental consent was waived by the ethics committee, please include this information 3. Please include additional information regarding the survey or questionnaire used in the study and ensure that you have provided sufficient details that others could replicate the analyses. For instance, if you developed a questionnaire as part of this study and it is not under a copyright more restrictive than CC-BY, please include a copy, in both the original language and English, as Supporting Information 4. Please review your reference list to ensure that it is complete and correct. If you have cited papers that have been retracted, please include the rationale for doing so in the manuscript text, or remove these references and replace them with relevant current references. Any changes to the reference list should be mentioned in the rebuttal letter that accompanies your revised manuscript. If you need to cite a retracted article, indicate the article’s retracted status in the References list and also include a citation and full reference for the retraction notice. [Note: HTML markup is below. Please do not edit.] Reviewers' comments: Reviewer's Responses to Questions Comments to the Author 1. Is the manuscript technically sound, and do the data support the conclusions? The manuscript must describe a technically sound piece of scientific research with data that supports the conclusions. Experiments must have been conducted rigorously, with appropriate controls, replication, and sample sizes. The conclusions must be drawn appropriately based on the data presented. Reviewer #1: Yes Reviewer #2: Yes ******** 2. Has the statistical analysis been performed appropriately and rigorously? Reviewer #1: Yes Reviewer #2: Yes ****** 3. Have the authors made all data underlying the findings in their manuscript fully available? The PLOS Data policy requires authors to make all data underlying the findings described in their manuscript fully available without restriction, with rare exception (please refer to the Data Availability Statement in the manuscript PDF file). The data should be provided as part of the manuscript or its supporting information, or deposited to a public repository. For example, in addition to summary statistics, the data points behind means, medians and variance measures should be available. If there are restrictions on publicly sharing data—e.g. participant privacy or use of data from a third party—those must be specified. Reviewer #1: Yes Reviewer #2: Yes ****** 4. Is the manuscript presented in an intelligible fashion and written in standard English? PLOS ONE does not copyedit accepted manuscripts, so the language in submitted articles must be clear, correct, and unambiguous. Any typographical or grammatical errors should be corrected at revision, so please note any specific errors here. Reviewer #1: Yes Reviewer #2: Yes ****** 5. Review Comments to the Author Please use the space provided to explain your answers to the questions above. You may also include additional comments for the author, including concerns about dual publication, research ethics, or publication ethics. (Please upload your review as an attachment if it exceeds 20,000 characters) Reviewer #1: The authors performed a investigation about the client satisfaction with outpatient pharmacy service at Dubti General Hospital. Bivariate and multivariate binary logistic regression was computed to assess statistical association. The data was clearly described the relationships between client satisfaction and some variables, like payment status, medication cost and organized pharmacy work flow. Moreover, the manuscript has been also well written. Thus, the manuscript could be publishable. Reviewer #2: The manuscript by Gidey et al. describes a hospital based cross-sectional study of client satisfaction and its associated factors with outpatient pharmacy service at Dubti General Hospital, Afar, North East Ethiopia. Several other groups worldwide has performed similar studies to identify the critical factors that affect the health care systems. As this is the first study performed in Ethiopia region, the authors did considered many important aspects of the clients in order to improve the healthcare and pharmacy services. In my opinion, the authors may also need to improve the preparation of the manuscript in the following aspects. 1. The population demographics are given from 2007, more recent data would be better. 2. While considering the different variables with respects to clients, pharmacist and pharmacy, the author may also include the skills and knowledge of the pharmacist, and any insurance that covers the client’s payment. 3. Language quality of the manuscript need to be improved in grammatical and spell check. ****** 6. PLOS authors have the option to publish the peer review history of their article (what does this mean?). If published, this will include your full peer review and any attached files. If you choose “no”, your identity will remain anonymous but your review may still be made public. Do you want your identity to be public for this peer review? For information about this choice, including consent withdrawal, please see our Privacy Policy. Reviewer #1: Yes:** Yaxin Li Reviewer #2: No [NOTE: If reviewer comments were submitted as an attachment file, they will be attached to this email and accessible via the submission site. Please log into your account, locate the manuscript record, and check for the action link "View Attachments". If this link does not appear, there are no attachment files.] While revising your submission, please upload your figure files to the Preflight Analysis and Conversion Engine (PACE) digital diagnostic tool, https://pacev2.apexcovantage.com/. PACE helps ensure that figures meet PLOS requirements. To use PACE, you must first register as a user. Registration is free. Then, login and navigate to the UPLOAD tab, where you will find detailed instructions on how to use the tool. If you encounter any issues or have any questions when using PACE, please email PLOS at figures@plos.org. Please note that Supporting Information files do not need this step. https://doi.org/10.1371/journal.pone.0260104.r001
Revision 1
26 Oct 2021 Author Response Author responses to comments Journal Requirements: When submitting your revision, we need you to address these additional requirements. 1. Please ensure that your manuscript meets PLOS ONE's style requirements, including those for file naming. � Author response: Dear Editor, we saw the link you invited me (The PLOS ONE style templates can be found at https://journals.plos.org/plosone/s/file?id=wjVg/PLOSOne_formatting_sample_main_body.pdf and https://journals.plos.org/plosone/s/file?id=ba62/PLOSOne_formatting_sample_title_authors_affiliations.pdf) and I made corrections to the manuscript style to meet the requirement of PLOS ONE. 2. In the ethics statement in the Methods and online submission information, please clarify whether consent was written or verbal. If verbal, please also specify: 1) whether the ethics committee approved the verbal consent procedure, 2) why written consent could not be obtained, and 3) how verbal consent was recorded. If your study included minors, state whether you obtained consent from parents or guardians. If the need for consent or parental consent was waived by the ethics committee, please include this information � Author response: Dear Editor, the consent obtained was verbal informed consent. 1) The ethical Review Committee approved the verbal consent after reviewing the study protocol. 2) Committee accepted and approved the request of verbal consent as the study does not have any harm to participants. Authors chose verbal consent rather than written consent Authors chose verbal consent rather than written consent due to previous experiences that participants prefer verbal consent as they think, it is preferred to assure their confidentiality. 3) Detail of the study’s objective, method of data collection, and ethical concern was explained to potential participants, and then, were requested to participate in the study voluntarily. For volunteer participants, data collectors tick right sign in front of I agree, then continue interviewing the participant. There were no minors in this study, all are adults who can themselves give consent after understanding what were explained about the study. 3. Please include additional information regarding the survey or questionnaire used in the study and ensure that you have provided sufficient details that others could replicate the analyses. For instance, if you developed a questionnaire as part of this study and it is not under a copyright more restrictive than CC-BY, please include a copy, in both the original language and English, as Supporting Information � Author response: Dear Editor, based on your request we included the verbal consent form, and the questionnaire (in English version, Amharic version, and Afarigna version) as supporting information. 4. Please review your reference list to ensure that it is complete and correct. If you have cited papers that have been retracted, please include the rationale for doing so in the manuscript text, or remove these references and replace them with relevant current references. Any changes to the reference list should be mentioned in the rebuttal letter that accompanies your revised manuscript. If you need to cite a retracted article, indicate the article’s retracted status in the References list and also include a citation and full reference for the retraction notice. � Author response: we reviewed references we used, and we replaced reference 2 due to it has some correction issues (Kruk ME, Gage AD, Arsenault C, Jordan K, Leslie HH, Roder-DeWan S, Adeyi O, Barker P, Daelmans B, Doubova SV, English M replaced by Kruk ME, Gage AD, Joseph NT, Danaei G, García-Saisó S, Salomon JA, 2018). 5. Review Comments to the Author Please use the space provided to explain your answers to the questions above. You may also include additional comments for the author, including concerns about dual publication, research ethics, or publication ethics. (Please upload your review as an attachment if it exceeds 20,000 characters) Reviewer #1: The authors performed a investigation about the client satisfaction with outpatient pharmacy service at Dubti General Hospital. Bivariate and multivariate binary logistic regression was computed to assess statistical association. The data was clearly described the relationships between client satisfaction and some variables, like payment status, medication cost and organized pharmacy work flow. Moreover, the manuscript has been also well written. Thus, the manuscript could be publishable. Reviewer #2: The manuscript by Gidey et al. describes a hospital based cross-sectional study of client satisfaction and its associated factors with outpatient pharmacy service at Dubti General Hospital, Afar, North East Ethiopia. Several other groups worldwide has performed similar studies to identify the critical factors that affect the health care systems. As this is the first study performed in Ethiopia region, the authors did considered many important aspects of the clients in order to improve the healthcare and pharmacy services. In my opinion, the authors may also need to improve the preparation of the manuscript in the following aspects. 1. The population demographics are given from 2007, more recent data would be better. � Author response: Dear reviewer, I made corrections as per your comment: reference 18 was replaced due to its oldness (CSA, 2007 replaced by Population Projection of Ethiopia, 2017) 2. While considering the different variables with respects to clients, pharmacist and pharmacy, the author may also include the skills and knowledge of the pharmacist, and any insurance that covers the client’s payment. � Author response: Dear reviewer, from the beginning we considered factors related to pharmacists skill and knowledge (guidance of pharmacists about medications) but they were failed to fulfill the criteria of p<0.2 to be incorporated in to multivariate analysis. Regarding to insurance, we used the term credit to include getting free services as a result of receiving support due to poverty, health insurance, company coverage of individual health care cost. Therefore, health insurance was considered in the analysis of the study. 3. Language quality of the manuscript need to be improved in grammatical and spell check � Author response: Dear reviewer, as per your comment I revise the manuscript for grammatical and spelling errors. The corrections highlighted in the document entitled “revised manuscript with track changes” Attachments Attachment Submitted filename: Author responses to reviewers.docx https://doi.org/10.1371/journal.pone.0260104.r002
3 Nov 2021 Decision Letter - Bin Su, Editor Magnitude of client satisfaction and its associated factors with outpatient pharmacy service at Dubti General Hospital, Afar, North East Ethiopia: A cross sectional study PONE-D-21-25324R1 Dear Dr. %taklo simeneh yazie%, We’re pleased to inform you that your manuscript has been judged scientifically suitable for publication and will be formally accepted for publication once it meets all outstanding technical requirements. Within one week, you’ll receive an e-mail detailing the required amendments. When these have been addressed, you’ll receive a formal acceptance letter and your manuscript will be scheduled for publication. An invoice for payment will follow shortly after the formal acceptance. To ensure an efficient process, please log into Editorial Manager at http://www.editorialmanager.com/pone/, click the 'Update My Information' link at the top of the page, and double check that your user information is up-to-date. If you have any billing related questions, please contact our Author Billing department directly at authorbilling@plos.org. If your institution or institutions have a press office, please notify them about your upcoming paper to help maximize its impact. If they’ll be preparing press materials, please inform our press team as soon as possible -- no later than 48 hours after receiving the formal acceptance. Your manuscript will remain under strict press embargo until 2 pm Eastern Time on the date of publication. For more information, please contact onepress@plos.org. Kind regards, Bin Su, Ph.D. Academic Editor PLOS ONE Additional Editor Comments (optional): Reviewers' comments: https://doi.org/10.1371/journal.pone.0260104.r003
Formally Accepted
8 Nov 2021 Acceptance Letter - Bin Su, Editor PONE-D-21-25324R1 Magnitude of client satisfaction and its associated factors with outpatient pharmacy service at Dubti General Hospital, Afar, North East Ethiopia: A cross sectional study Dear Dr. Yazie: I'm pleased to inform you that your manuscript has been deemed suitable for publication in PLOS ONE. Congratulations! Your manuscript is now with our production department. If your institution or institutions have a press office, please let them know about your upcoming paper now to help maximize its impact. If they'll be preparing press materials, please inform our press team within the next 48 hours. Your manuscript will remain under strict press embargo until 2 pm Eastern Time on the date of publication. For more information please contact onepress@plos.org. If we can help with anything else, please email us at plosone@plos.org. Thank you for submitting your work to PLOS ONE and supporting open access. Kind regards, PLOS ONE Editorial Office Staff on behalf of Dr. Bin Su Academic Editor PLOS ONE https://doi.org/10.1371/journal.pone.0260104.r004

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