重庆地区妇幼专科医院门诊药房患者满意度影响因素分析  

Analysis of factors influencing patient satisfaction in the outpatient pharmacy of maternity and child specialist hospitals in Chongqing

作　　者：丁烨[1] 余梦笛 史颖悟 陈彦秋[2] 杨君[2] DING Ye;YU Mengdi;SHI Yingwu;CHEN Yanqiu;YANG Jun(Discipline Inspection Room,Chongqing Health Center for Women and Children/Women and Children’s Hospital of Chongqing Medical University,Chongqing 400147,China;Cervical Diseases Diagnosis&Treatment Centre,Chongqing Health Center for Women and Children/Women and Children’s Hospital of Chongqing Medical University,Chongqing 400147,China)

机构地区：[1]重庆市妇幼保健院/重庆医科大学附属妇女儿童医院纪检室,重庆400147 [2]重庆市妇幼保健院/重庆医科大学附属妇女儿童医院宫颈疾病诊治中心,重庆400147

出　　处：《中国药房》2025年第1期106-112,共7页China Pharmacy

基　　金：重庆市自然科学基金面上项目(No.CSTB2022NSCQMSX1192,No.cstc2021jcyj-msxmX0718);重庆医科大学未来医学青年创新团队发展支持计划(No.W0181)。

摘　　要：目的分析重庆地区三级妇幼专科医院门诊药房患者满意度的影响因素,为改进妇幼专科医院药事管理能力、提升患者就医体验提供参考。方法运用KANO模型设计问卷、分析数据,通过需求属性分类、Better值、Worse值和二维矩阵分析,筛选确定关键影响因素;并通过结构方程模型,进一步验证归类的需求因素对总体满意度的影响。结果调查问卷整体Cronbach’sα系数为0.855(>0.7);Bartlett球形检验χ^(2)=5538.56,P<0.01,调查问卷结果信度和效度较好。经过KANO模型因素选择线筛选出排名前4位的影响门诊药房患者满意度的关键因素,依次为取药时间(r=0.45)、药师服务态度(r=0.45)、合理用药咨询(r=0.41)、自助叫号系统(r=0.40),并通过了结构方程模型验证。结论取药时间、自助叫号系统、药师服务态度、合理用药咨询4个因素对重庆地区三级妇幼专科医院门诊药房患者满意度影响较大。OBJECTIVE To analyze the factors influencing patient satisfaction in the outpatient pharmacy of tertiary maternity and child specialist hospitals in Chongqing,and provide a reference for improving the pharmaceutical management capability of tertiary maternity and child specialist hospitals and enhancing patients’medical experience.METHODS Utilizing KANO model,a questionnaire was developed and data were analyzed.Key influencing factors were identified through the categorization of requirement attributes,Better values,Worse values,and two-dimensional matrix analysis.The impact of these categorized demand factors on overall satisfaction was further validated through Structural Equation Modeling(SEM).RESULTS Cronbach’sαcoefficient for the survey questionnaire was 0.855,exceeding the acceptable threshold of 0.7;Bartlett test for sphericality yielded a value of 5538.56 with P<0.01,indicating good reliability and validity of the survey results.Through the KANO model’s factor selection process,the top four key factors influencing patient satisfaction in outpatient pharmacies were determined to be:medication pick-up time(r=0.45),pharmacist service attitude(r=0.45),rational medication consultation(r=0.41),self-service calling system(r=0.40),all of which were subsequently validated through SEM.CONCLUSIONS The four factors of medication pick-up time,self-service calling system,pharmacist service attitude,and rational medication consultation significantly influence patient satisfaction in the outpatient pharmacies of tertiary maternity and child hospitals in Chongqing.

关 键 词：门诊药房 满意度 KANO模型 结构方程模型 妇幼专科医院 

分 类 号：R952[医药卫生—药学]