基于消费者视角的成都市连锁药店药学服务情况调查

发布时间：2018-03-14 09:07

本文选题：成都市　切入点：连锁药店　出处：《中国药房》2017年30期 　论文类型：期刊论文

【摘要】：目的:为提高连锁药店药学服务水平提供参考。方法:采用方便抽样的方法,在成都市选定的5家连锁药店(各选择1家具备一定规模的分店),对在其中购药的消费者进行关于药店药学服务情况的问卷调查,并就调查数据进行统计和分析。结果:共发放问卷413份,回收有效问卷400份,有效回收率为96.9%。受访者中能区分执业药师的比例仅为25.5%,文化程度更高的受访者和具有医药相关学业背景的受访者能区分执业药师的比例更高(P0.05);受访者中经常接受介绍药品服务、推介低价同效药品服务和用药指导服务的比例分别只有45.5%、19.0%和48.3%,而从未接受过此类服务的分别有5.3%、13.0%和10.8%;受访者对药店普通服务员的满意度(64.0%)远高于对执业药师的满意度(34.3%);受访者认为最重要的3项药学服务依次是用药指导、代煎中药和免费健康测试。结论:消费者在药店不能很好地区分执业药师,接受主要药学服务项目的情况仍不理想,对执业药师的满意度较低,而对用药指导服务的重视体现了其较强的用药安全意识。
[Abstract]:Objective: to provide reference for improving pharmaceutical service level of chain drugstores. Five chain drugstores selected in Chengdu (one store each with a certain size) were investigated by questionnaire on pharmacy service among the consumers who bought drugs. Results: 413 questionnaires were distributed and 400 valid questionnaires were collected. The effective recovery rate was 96.90.The proportion of respondents who were able to distinguish between licensed pharmacists was only 25.5.The more educated interviewees and those with medicine-related academic backgrounds were able to distinguish the proportion of practicing pharmacists (P0.05N); the interviewees often received referrals for pharmaceutical services. The proportion of low price drug service and drug guidance service were only 45.50% and 48.3%, respectively, and 5.33.0% and 10.8% of them had never received such service, respectively. The satisfaction of interviewees to the general staff of drugstores was much higher than that of the licensed pharmacists. According to the interviewees, the three most important pharmaceutical services were drug guidance, Conclusion: the consumers can not distinguish the licensed pharmacists in pharmacies well, the condition of accepting the main pharmaceutical service items is still not ideal, and the satisfaction of the licensed pharmacists is low. The attention to drug use guidance service reflects its strong sense of drug safety.
【作者单位】：四川大学华西医院;成都医学院药学院;
【基金】：四川省教育厅科研项目(No.12SB021)
【分类号】：F721;R95

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