基于消费者视角的成都市连锁药店药学服务情况调查
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篇名: 基于消费者视角的成都市连锁药店药学服务情况调查
TITLE:
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(P<0.05);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 the pharmaceutical care of chain drug stores. METHODS: By convenience sampling, questionnaire survey about pharmaceutical care of drug stores was conducted among the customers in 5 chain drug stores (selecting each one branch drug store with certain scale) from Chengdu. The data were analyzed statistically. RESULTS: A total of 413 questionnaires were issued, of which 400 were valid, with effective recovery rate of 96.9%. Only 25.5% respondents could identify the licensed pharmacist; higher educated respondents and respondents with academic background of medicine were more likely to make distinction (P<0.05). The respondents who had often received the service of medication guidance, the service of recommending same effect medicine with low price and the service of medication instruction was only 45.5%, 19.0% and 48.3% respectively, 5.3%, 13.0% and 10.8% of those who had never received such services. Respondents’ satisfaction with the general service staff (64.0%) was much higher than with licensed pharmacist (34.3%). Respondents believed that the three most important pharmaceutical care were medication guidance, helping boiling TCM and free health test. CONCLUSIONS: Consumers can not clearly distinguish the licensed pharmacist in drug stores. The situation that consumers can get major items of pharmaceutical care is still unsatisfactory. Consumers are less satisfied with licensed pharmacists, but their attention to medication guidance services reflects their strong awareness of medication safety.
期刊: 2017年第28卷第30期
作者: 金朝辉,郑明琳,张剑,赵淼
AUTHORS: JIN Zhaohui,ZHENG Minglin,ZHANG Jian,ZHAO Miao
关键字: 成都市;连锁药店;药学服务;消费者;调查
KEYWORDS: Chengdu; Chain drug store; Pharmaceutical care; Consumers; Investigation
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