提高中药房等候发药患者满意度的研究  

Study on Improving the Satisfaction of Patients Waiting for Medicine in Department of Chinese Pharmacy

作　　者：王瑞锋[1] 王雪[1] 余行俭[2] Wang Ruifeng;Wang Xue;Yu Xingjian(Puyang Hospital of Traditional Chinese Medicine,Henan Province,Puyang 457001,China;Puyang People＇s Hospital,Puyang 457000,China)

机构地区：[1]河南省濮阳市中医院,濮阳457001 [2]濮阳市人民医院,濮阳457000

出　　处：《中国药事》2018年第9期1292-1296,共5页Chinese Pharmaceutical Affairs

摘　　要：目的:患者对药房的满意度是一个主观感受,多种因素可以影响该主观感受。不改变客观条件,只改变向患者公示的预计候药时间或者改变公示的方法,根据统计结果找出最能提高患者对药房主观满意度的方法。方法:在不同的日期改变向患者公示的预计候药时间或者改变公示的方法,在不同日期的相同时段发放调查表。结果:对药房整体满意度的排序和药品质量、价格满意度不相关,但是和预计等待时间(不是真实等待时间)的满意度排序一致。结论:预计的等候时间差异会对药房整体满意度产生正相关影响,给患者明确的等候时间提示并且提示的等待时间比真实的时间适当加长10分钟左右能明显提高患者对药房整体的满意度。Objective： The patient＇s satisfaction with pharmacy is a subjective feeling, which involves many factors. The purpose of the paper is to find out the best method to improve the patient＇s subjective satisfaction with the pharmacy without changing the objective conditions, only changing the expected waiting time announced to the patient or the method of publicity according to the statistical results. Methods： The expected waiting time announced to the patients on a different date or the method of publicity was changed. The questionnaire at the same time on different dates was issued. Results： The results showed that the ranking of overall satisfaction of the pharmacy was not related to the quality of the drug or the price satisfaction, but was consistent with the ranking of satisfaction of expected waiting time（not the real waiting time）. Conclusion： The difference in expected waiting time had a positive impact on the overall satisfaction of the pharmacy. Announcing a specific waiting time which is 10 minutes longer than the real waiting time could significantly improve the patients＇ overall satisfaction with the pharmacy.

关 键 词：中药房 候药时间 心理因素 满意度 影响 

分 类 号：R95[医药卫生—药学]