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

发布时间：2018-12-11 16:09

【摘要】：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 investigate the factors influencing patients' satisfaction with pharmaceutical care and to provide reference for the improvement of pharmaceutical care. Methods: a questionnaire survey was conducted to investigate the drug availability, perceived quality, pharmaceutical care expectation, perceived value, patients' feelings, and patients' complaints. The influencing factors of pharmaceutical care satisfaction were investigated in 23 hospitals in Zhejiang province. The model was built based on structural equation and analyzed. Results: a total of 500 questionnaires were sent out, 413 valid questionnaires were recovered, and the effective recovery rate was 82.6%. The model consists of 19 observation variables and 6 latent variables. The results showed that the convenience of taking drugs had a positive effect on perceived quality, expectation of drug service, perceived value and patients' feelings, among which the convenience of taking drugs had the greatest influence on the patients' feeling (satisfaction). There was a positive correlation between pharmaceutical care expectation and patients' feelings, and a negative correlation between perceived value and patients' complaints. Conclusion: in order to improve the satisfaction of patients with pharmaceutical care, it is necessary to improve the professional level and service attitude of pharmaceutical care staff, improve the convenience of patients to take drugs, and improve the satisfaction of patients in psychological and social aspects.
【作者单位】：绍兴市上虞中医医院;
【分类号】：R95

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