基于SERVQUAL评价模型考察门诊药师用药交代服务质量的实践与探索  

Practice and Exploration of Examining the Service Quality of Outpatient Pharmacists'Medication Account Based on SERVQUAL Evaluation Model

作　　者：廖音娟[1] 刘海姣 谢燕 刘胜兰 LIAO Yinjuan;LIU Haijiao;XIE Yan;LIU Shenglan(Changsha Fourth Hospital/Department of Pharmacy,Changsha Hospital Affiliated to Hunan Normal University,Changsha,Hunan Province,410006 China)

机构地区：[1]长沙市第四医院/湖南师范大学附属长沙医院药学部,湖南长沙410006

出　　处：《中国卫生产业》2022年第3期78-80,84,共4页China Health Industry

基　　金：长沙市科技计划项目(kq1907011)。

摘　　要：目的探索SERVQUAL评价模型在门诊药师用药交代服务中的应用,查找用药交代存在的问题,为持续改进门诊药师用药交代服务提供依据。方法于2019年7—9月对某三级综合医院的217名门诊取药患者进行调查,使用用药交代SERVQUAL量表,对门诊患者进行用药交代期望和感知的问卷调查和评价分析。结果门诊患者感知的用药交代可靠性、有形性、保证性及整体服务水平与期望水平存在差异,用药交代的保证性是某三级综合医院最急需解决的问题。结论用药交代SERVQUAL评价模型能较科学、客观、全面地评价用药交代服务质量,对改进用药交代服务具有指导作用,值得推广运用。Objective To explore the application of SERVQUAL evaluation model in outpatient pharmacists'medication account service,find out the existing problems of medication account,and provide basis for continuous improvement of outpatient pharmacist medication account service.Methods From July to September 2019,217 outpatients taking medicines in a tertiary general hospital were surveyed,and the SERVQUAL scale of medication accounting was used to conduct a questionnaire survey and evaluation analysis on the expectation and perception of medication accounting for outpatients.Results The reliability,tangibility,assurance and overall service level of outpatients'perception of medication account were different from their expected level.The assurance of medication account was the most urgent problem to be solved in a tertiary general hospital.Conclusion The SERVQUAL evaluation model of medication accounting can evaluate the service quality of medication accounting more scientifically,objectively and comprehensively,and has a guiding role in improving the service of medication accounting,which is worthy of popularization and application.

关 键 词：SERVQUAL评价模型 用药交代 药学服务质量 门诊药师 

分 类 号：R95[医药卫生—药学]