基于SERVQUAL模型评价医师对处方审核的满意度  

Evaluation of Physicians'Satisfaction with Prescription Review Based on the SERVQUAL Model

作　　者：胥昕怡 戴冰 占美[1] 秦舟[1] 徐珽[1,2] XU Xinyi;DAI Bing;ZHAN Mei;QIN Zhou;XU Ting(West China Hospital,Sichuan University,Chengdu,Sichuan,China 610041;West China School of Pharmacy,Sichuan University,Chengdu,Sichuan,China 610041)

机构地区：[1]四川大学华西医院,四川成都610041 [2]四川大学华西药学院,四川成都610041

出　　处：《中国药业》2022年第8期13-18,共6页China Pharmaceuticals

基　　金：四川大学华西医院学科卓越发展1·3·5工程项目[ZYJC18028]。

摘　　要：目的评价医师对处方审核的满意度,并探讨其影响因素。方法基于SERVQUAL模型设计电子调查问卷,随机抽取医院2021年1月至2月在岗且具有处方权的医师为调查对象,发放问卷104份,共发放10个科室。结果共回收有效问卷101份,有效回收率为97.12%;调查问卷回收结果的信度和效度较好,可靠性较好(Cronbach’sα=0.949,KMO=0.90,P=0);医师对处方审核的期望值(均大于4.60)高于实际感受值(均大于3.95);亚组分析中,医师的职称和工作年限对满意度的影响较大,性别和科室对满意度的影响较小。结论医师对处方审核整体较满意,但均未达到预期。需进一步优化处方审核的系统与流程,以促进临床和药学领域间的更好合作。Objective To evaluate the physicians’satisfaction with prescription review,and to investigate its influencing factors.Methods Electronic questionnaires were designed based on the SERVQUAL model,and 104 questionnaires were distributed to physicians with prescription rights who were on duty and randomly selected in ten departments of the hospital from January to February 2021.Results A total of 101 valid questionnaires were collected,and the effective recovery rate was 97.12%.The reliability and validity of the questionnaire recovery results were good with high reliability(Cronbach’sα=0.949,KMO=0.90,P=0).Physicians’expectation(E)values for prescription review(all the E values>4.60)were higher than the actual perception(P’)values(all the P’values>3.95).Subgroup analysis showed that the physicians’professional titles and the working years had a greater impact on their satisfactions,while their genders and departments had less impact on their satisfactions.Conclusion Physicians are satisfied with the overall prescription review but not meeting their expectations.The prescription review system and process need to be further optimized to promote the better cooperation between the clinical field and the pharmaceutical field.

关 键 词：SERVQUAL模型 处方审核 问卷调查 医师 满意度 药学服务 

分 类 号：R95[医药卫生—药学]