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基于结构方程的浙江省医疗卫生机构患者药学服务满意度影响因素调研
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篇名: 基于结构方程的浙江省医疗卫生机构患者药学服务满意度影响因素调研
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目的:了解影响患者对于药学服务满意度的因素,为药学服务工作的改善提供参考。方法:采用问卷调查的方法,从取药便利度、感知质量、药学服务预期、感知价值、患者感受、患者投诉6个方面,对浙江省23家医院的部分患者进行药学服务满意度影响因素调查,基于结构方程构建模型,并进行分析。结果:共发放问卷500份,回收有效问卷413份,有效回收率为82.6%。所建立的模型共包含19个观测变量和6个潜变量。结果显示,取药便利度对于感知质量、药物服务预期、感知价值、患者感受具有正向的影响作用,其中取药便利度对于患者感受(满意度)影响程度最大;药学服务预期与患者感受成正相关关系;感知价值与患者投诉呈现负相关关系。结论:为提升患者对于药学服务的满意度,需提高药学服务人员的专业水平和服务态度,提高患者取药便利程度,提高患者在心理、社会性方面的满意度。

 

ABSTRACT: OBJECTIVE: To understand the influential factors of clinical pharmacy service satisfaction, and provide reference for improving the pharmacy service. METHODS: Questionnaire survey was adopted to investigate and analyze the influential factors about satisfaction of parts of patients from 23 hospitals in Zhejiang province on pharmacy service from aspects of ease of taking medicines, perceived quality, pharmacy services expectations, perceived value, patients’ feelings and complaints based on structural equation. RESULTS: Totally 500 questionnaires were sent out and 413 were valid with effective rate of 82.6%. The established model included 19 observed variables and 6 latent variables; results showed ease of taking medicines had positive effect on perceived quality, pharmacy services expectations, perceived value and patients’ feelings, and most affected on patients’ feelings (satisfaction); pharmacy services expectations had positive correlation with patients’ feelings; perceived value had negative correlation with patients’ complaints. CONCLUSIONS: In order to improve the satisfaction of patients, the professionalism and service attitude of pharmacy staffs, ease of taking medicines of patients and psychological and social satisfaction degree should be improved.
期刊: 2015年第26卷第36期
编辑: 夏立义
AUTHORS: XIA Li-yi
关键字: 结构方程;药学服务;满意度;影响因素;调研
KEYWORDS: Structural equation; Pharmacy service; Satisfaction; Influential factors; Investigation
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