广东省公众用药满意度调查研究

Survey on Public Medications Satisfaction in Guangdong Province

目的:通过调查广东省公众用药满意度水平,分析其影响因素,探讨提高广东省公众用药满意度的有效措施。方法:采用以现场发放并回收调查问卷为主,访谈调查为辅的方式,汇总调查问卷后,使用Microsoft Excel2003和SPSS 19.0对有效问卷进行统计及数据处理。结果:公众对药房或药店的整体印象、药师专业素质、取药或买药的等候时间、工作人员服务态度、药品标注与说明、药品价格、药品可靠性等7个项目的满意度均值分别为7.10、6.76、6.43、6.57、7.22、5.52、6.69分(满分为10分)。结论:针对满意度低以及公众更看重的项目,探索性地提出提高满意度的对策:在保证药品可靠性的前提下,积极调控药费,提高药学服务的质量以及提升药师专业素质。

Objective： To analyze the influencing factors, and explore effective measures to improve the public medication satisfaction in Guangdong Province according to the survey on public medications satisfaction. Methods： Information was collected through questionnaire survey supplemented by interview survey. Data were analyzed by SPSS 19. 0 and Microsoft Excel 2003. Results： The average public satisfaction of the seven items including the overall impression of pharmacy, the pharmacist professional quality, the waiting time of getting or buying drug, the attitude of the staffs, the drug labeling and instructions, drug prices and drug reliability scored 7. 10, 6. 76, 6. 43, 6. 57, 7.22, 5.52, 6. 69 （out of 10）, respectively. Conclusion： For low satisfaction and items that the public pay more attention to, countermeasures to improve satisfaction is proposed. On the premise of guaranteeing drug reliability, it is necessary to regulate drug prices positively, and improve the quality of pharmacy services and the professional quality of the pharmacists.