成都市某“三甲”医院门诊药房患者满意度及影响因素调查
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篇名: 成都市某“三甲”医院门诊药房患者满意度及影响因素调查
TITLE:
摘要: 目的:为提高医院门诊药房服务质量提供参考。方法:采用问卷调查的方式,对在成都市某“三甲”医院门诊药房取药患者的满意度及相关影响因素进行调查分析。结果:共发放调查问卷165份,回收有效问卷150分,有效回收率为90.9%。门诊药房患者满意度总得分平均为(44.67±7.81)分,满意度得分率平均为(81.22±14.19)%。得分排名前3的条目分别为“如有需要,您再次选择我院的意愿”“有明确提示或告知取药的办理时间和地点”和“对医护人员职业道德的总体评价”,条目均分分别为4.38、4.25和4.25分;得分排名最后的3个条目分别为“取药的等候时间长短”“有明确提示或告知取药的花费时长”和“等待取药的服务设施及环境设施”,均分分别为3.55、3.63和3.95分。反映最多的前3类意见和建议分别是“取药等候时间长、不方便”“环境嘈杂、秩序不好”“药品收费贵、报销少”。单因素和多因素分析结果显示,性别、年龄、婚姻状况、文化程度、职业、家庭人均月收入、常住地、取药次数和费用支付方式等因素对受访者满意度得分均无显著影响(P>0.05)。结论:满意度水平在不同特征患者之间无明显特异性和倾向性,提升患者满意度的关键在于改善医院门诊药房自身服务水平和提升患者感知,而如何找准改善等候体验的突破点和关键点,规范流程管理和后勤管理,以及让患者感知服务优化将是下一步的研究重点。
ABSTRACT: OBJECTIVE: To provide reference for improving the service quality of outpatient pharmacy in hospital. METHODS: A questionnaire survey was conducted to investigate and analyze the patients’ satisfaction and related influential factors to outpatient pharmacy in a third grade class-A hospital in Chengdu. RESULTS: Totally 165 questionnaires were sent out, and 150 were effectively received with effective recovery of 90.91%. The total score for patients’ satisfaction was (44.67±7.81) scores, and the rate of satisfaction was (81.22±14.19)%. The top three entries were “the will you choose to come to our hospital again if necessary”, “the notices about time and place for taking the medicine” and “the overall evaluation of the professional ethics of medical staff”, scored 4.38, 4.25 and 4.25, respectively; the last three entries were “waiting time for taking medicine”, “the notices about how long it takes to take the medicine” and “service facilities and environmental facilities for drug taking”, scored 3.55, 3.63 and 3.95, respectively. The top three suggestions were “long waiting time for taking medicine and inconvenient”, “noisy environment, bad order” and “expensive drugs charges but less reimburse”. The univariate analysis and multivariate analysis showed that gender, age, marital status, education, occupation, family income per month, resident, drug taking times and payment etc. factors showed no significant effects on patients’ satisfaction scores (P>0.05). CONCLUSIONS: The degree of patients’ satisfaction in outpatient pharmacy have no obvious specificity and preference, the key to improve the degree of satisfaction lies on strengthening the service of the hospital and the perception of the patients. While the next research will focus on how to find the breakthrough points and key points to improve the experience of waiting, standardize process management and logistics management, and make patients aware of the service development.
期刊: 2016年第27卷第21期
作者: 陈龑,吴丹,秦舟,谢娟
AUTHORS: CHEN Yan,WU Dan,QIN Zhou,XIE Juan
关键字: “三甲”医院;门诊药房;患者;满意度;影响因素;调查分析
KEYWORDS: Third grade class-A hospital; Outpatient pharmacy; Patients; Satisfaction; Influential factors; Investigation and analysis
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