利用SERVQUAL模型评价药师对护理人员药学服务的质量  

Evaluation of pharmaceutical services of nurses by SERVQUAL model

作　　者：吴雪[1] 万杰[1] 张亚南[1] 甄健存[1] 

机构地区：[1]北京积水潭医院,北京100035

出　　处：《中国医院药学杂志》2017年第22期2296-2299,共4页Chinese Journal of Hospital Pharmacy

基　　金：北京药学会临床药学研究项目(默沙东健康领航者药学基金项目)

摘　　要：目的:建立药学服务质量SERVQUAL评价模型,并考察其科学性,最终用以评价对护理人员的药学服务质量。方法:通过文献收集、深入访谈、专家咨询、预调查等,确定SERVQUAL的药学服务质量评价指标,通过SERVQUAL模型对200名护理人员进行调研,考察护理人员的药学服务需求以及对药学服务质量的评价。通过独立样本秩和检验进行数据处理。结果:SERVQUAL评价模型设计满足信度及效度考察要求。被调研的药学服务内容均在5分以上(比较好),但未达到护理人员的需求。护理人员的服务需求与其工作年限存在相关性。部分药学服务的真实值与护理人员的工作年限、所在科室和职称存在相关性。结论:SERVQUAL评价法科学可靠,可用于考察护理人员对药学服务的需求以及真实服务质量的评价,药学服务的模式及质量仍需完善和提高。OBJECTIVE To establish a SERVQUAL estimation model to evaluate the quality of pharmacy services of nur- ses. METHODS Literature review, in-depth interviews, expert consultation and survey were utilized to determine the evalua- tion index of pharmacy service quality of SERVQUAL and develop SERVQUAL assessment questionnaire. Scientific reliability of the questionnaire was assessed. SERVQUAL model was assessed in 200 nurses to study the demand and quality of pharmacy services for nurses. Data processing was performed by independent sample rank sum test. RESULTS SERVQUAL evaluation model was satisfied for faith and validity. Pharmacy service score was more than 5 points （basically satisfied）. But the model failed to meet the demand of nurses. The service demand was related with the years of work. Part of the evaluation results were related with years of work, departments and professional titles. CONCLUSION SERVQUAL evaluation model is scientific and reliable and can be used to evaluate the quality of pharmacy services of nurses. The mode and quality of pharmacy services of nurses still need to be improved.

关 键 词：SERVQUAL评价法 药学服务 护理人员 

分 类 号：R952[医药卫生—药学]