运用服务质量评价模型考察门诊药学服务质量的体会  

The experience of Using Service Quality Model to Evaluate the Pharmaceutical Services for Outpatients

作　　者：吴雪[1] 张丽芳[1] 宗怡[1] 梁健华[1] 崔蔚[1] 高薇[1] 甄健存[1] 

机构地区：[1]北京积水潭医院,北京100035

出　　处：《中国药学杂志》2015年第10期916-918,共3页Chinese Pharmaceutical Journal

摘　　要：目的建立服务质量(service quality)评价模型,并考察服务质量评价模型的科学性,最终用以评价门诊药学服务质量。方法通过文献收集、深入访谈、专家咨询、预调查等,确定药学服务质量评价指标,通过服务质量模型对门诊300名患者进行调研,考察门诊药房服务质量。结果服务质量评价模型设计科学可靠,除药师仪表、行为举止;取药流程;提供药品包装、说明书、服药标签齐全三项服务超出患者期望外,其他服务均未达到患者需求。结论服务质量评价法可用于门诊药房服务质量评价,门诊药房服务模式及质量仍需提高。OBJECTIVE To establish a SERVQUAL estimated model of scientific study. METHODS By literature review,indepth interviews,expert consultation,survey,determines the evaluation index of pharmacy service quality of SERVQUAL,to devise of SERVQUAL assessment questionnaire. And then judge the scientific reliability and investigation of the questionnaire. RESULTS SERVQUAL Evaluation model is scientific and reliable,in addition to the pharmacist instrument,behavior,and drug flow and provide drug packaging,brochures,medication labels and complete three services beyond expectation of patients,other service failed to meet the needs of patients. CONCLUSION The SERVQUAL method could be used to evaluate the services quality of outpatient pharmacy,the mode and quality of outpatient pharmacy service still needs to be improved.

关 键 词：服务质量评价法 药学服务 门诊药房 

分 类 号：R952[医药卫生—药学]