SERVQUAL评价模型考察临床药学服务质量

SERVQUAL evaluation model for assessing the quality of clinical pharmacy service

目的建立SERVQUAL评价模型,并考察其科学性,评价临床药学服务质量。方法通过文献收集、深入访谈、专家咨询、预调查等,确定SERVQUAL的药学服务质量评价指标,通过SERVQUAL模型对195名医师进行调研,考察药学服务质量。结果 SERVQUAL评价模型设计科学可靠。药师在专业知识、实践经验、治疗药物监测及协助医师制定个体化给药方案未达到医师需求;其他临床药学服务内容的真实值与期望值差异无统计学意义。结论 SERVQUAL评价法可用于临床药学服务质量评价,临床药师仍需提高专业水平,增加与临床的沟通。

Objective To establish a SERVQUAL evaluation model and investigate its scienthificity in order to evaluate the quality of clinical pharmacy. Methods The evaluation indexes of quality of pharmacy service in SERVQUAL were determined by literature review,in-depth interviews,expert consultation and pre-survey,etc. Totally 195 doctors were surveyed through the SERVQUAL model to investigate the quality of pharmaceutical care. Results SERVQUAL evaluation model was scientific and reliable. The professional knowledge,practical experience and drug monitoring of the pharmacists could not meet the needs of the doctors. There was no significant difference between the true value and the expected value of other clinical pharmacy services. Conclusion The SERVQUAL method could be used to evaluate the service quality of clinical pharmacy; clinical pharmacists must improve their professional level and increase the communication with clinicians.