江苏省三级医院慢性肾脏病患者对药学服务的满意度调查

吴敏; 柳鹏程; 姚东宁

doi:10.6039/j.issn.1001-0408.2024.24.17

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江苏省三级医院慢性肾脏病患者对药学服务的满意度调查

药师与药学服务 | 更新时间：2024-12-26

- 江苏省三级医院慢性肾脏病患者对药学服务的满意度调查
- Satisfaction of patients with chronic kidney disease on the pharmaceutical care in tertiary hospitals in Jiangsu Province
- 中国药房 2024年35卷第24期页码：3065-3070
- 作者机构：
  
  1.南京医科大学药学院，南京　211166
  2.常州卫生高等职业技术学校医药技术管理系，江苏常州　213000
  3.中国药科大学国际医药商学院，南京　211166
- 作者简介：
  
  硕士研究生。研究方向：临床药学。E-mail：wuminmail2024@163.com
  副教授，硕士生导师，博士。研究方向：药事管理、临床药学。E-mail：dnyao@njmu.edu.cn
- 基金信息：
  
  国家自然科学基金项目(72204119)
- DOI：10.6039/j.issn.1001-0408.2024.24.17
  中图分类号： R95
- 纸质出版日期：2024-12-30，
  
  收稿日期：2024-08-12，
  
  修回日期：2024-11-30，
- 稿件说明：
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吴敏,柳鹏程,姚东宁.江苏省三级医院慢性肾脏病患者对药学服务的满意度调查 ^Δ[J].中国药房,2024,35(24):3065-3070.

WU Min,LIU Pengcheng,YAO Dongning.Satisfaction of patients with chronic kidney disease on the pharmaceutical care in tertiary hospitals in Jiangsu Province[J].ZHONGGUO YAOFANG,2024,35(24):3065-3070.
吴敏,柳鹏程,姚东宁.江苏省三级医院慢性肾脏病患者对药学服务的满意度调查 ^Δ[J].中国药房,2024,35(24):3065-3070. DOI： 10.6039/j.issn.1001-0408.2024.24.17.

WU Min,LIU Pengcheng,YAO Dongning.Satisfaction of patients with chronic kidney disease on the pharmaceutical care in tertiary hospitals in Jiangsu Province[J].ZHONGGUO YAOFANG,2024,35(24):3065-3070. DOI： 10.6039/j.issn.1001-0408.2024.24.17.

摘要

目的

为改善慢性肾脏病（CKD）患者对药学服务质量的满意度提供参考。

方法

采用分层抽样与随机抽样相结合的方法抽取江苏省内6家三级医院的CKD患者为调查对象。基于改良的SERVQUAL模型，从可靠性、响应性、移情性、保证性、连续性、有形性6个维度调查江苏省CKD患者对药学服务质量的评价，并分析6个维度对于整体满意度的影响程度。

结果

共发放205份问卷，回收有效问卷199份，有效率为97.07%。受访患者对CKD药学服务质量整体满意度不高，有60.30%的患者表示“勉强满意”，28.65%的患者表示“不满意”或“非常不满意”。6个维度的服务质量值（SQ）都小于0，6个维度均可以显著正向影响整体满意度，其中可靠性和响应性维度的服务质量评价最高（SQ平均值均为－1.01），保证性维度的服务质量评价最低（SQ平均值为－1.10）。

结论

江苏省CKD患者对药学服务质量的各维度评价及整体满意度较低。建议相关医疗机构重点关注保证性、有形性、移情性、连续性等维度，进一步加强对药师的业务技能培训、重视对患者的随访并及时完善硬件设施。

Abstract

OBJECTIVE

To provide references for improving the satisfaction of patients with chronic kidney disease （CKD） on the quality of pharmaceutical care.

METHODS

CKD patients from six tertiary hospitals in Jiangsu Province were selected as subjects of the investigation by stratified sampling and random sampling. Based on the modified SERVQUAL model， the evaluation of pharmaceutical care quality for CKD patients in Jiangsu Province was investigated from the dimensions of reliability， responsiveness， empathy， assurance， continuity and tangibility， then the influence of six dimensions on overall satisfaction was analyzed.

RESULTS

A total of 205 questionnaires were distributed and 199 valid questionnaires were recovered， with an effective rate of 97.07%. The overall satisfaction on the CKD pharmaceutical care quality among the interviewed patients was not high， with 60.30% of patients stating “barely satisfied” and 28.65% stating “dissatisfied” or “very dissatisfied”. The service quality values（SQ） of the six dimensions were all less than 0， and the quality of the six dimensions was positively correlated with the overall satisfaction of patients. Among them， the reliability and responsiveness service quality evaluation were the highest （the average SQ was －1.01）， and the assurance service quality evaluation was the lowest （the average SQ was －1.10）.

CONCLUSIONS

The patients with CKD in Jiangsu Province have poor evaluation and overall satisfaction on the quality of pharmaceutical care. It is suggested that relevant medical institutions should focus on the dimensions of assurance， tangibility， empathy and continuity， further strengthen the professional skills training of pharmacists， pay attention to the follow-up of patients and timely improve the hardware facilities.

关键词

慢性肾脏病药学服务质量患者满意度SERVQUAL模型

Keywords

pharmaceutical care qualitypatient satisfactionSERVQUAL model

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