基于SEM的门诊药学服务质量满意度影响因素分析

Analysis of Factors Influencing the Satisfaction of Outpatient Pharmaceutical Service Quality Based on SEM

目的以陕西省某医院为例,调查患者门诊药学服务满意度,探讨门诊药学服务质量的影响因素。方法采用自制的调查问卷对接受过门诊药学服务的患者发放问卷进行调查,采用结构方程模型进行影响因素分析。结果在对门诊药学服务质量满意度有影响的因子中,药学人员自身服务能力的影响权重为0.56,药学人员提供的人性化服务影响权重为0.42。结论患者对门诊药学服务质量总体满意度一般,提高患者对门诊药学服务质量的满意度应从提高药学人员自身能力入手,加强培训,提高对患者需求的及时响应能力。

OBJECTIVET aking a hospital in Shanxi province as an example,the author investigated the satisfaction of the patients＇ outpatient pharmacy service and discussed the factors influencing the quality of outpatient pharmacy service. METHODS The questionnaire survey was conducted by using self-made questionnaire,the structural equation model was used to analyze the influencing factors. RESULTS In the factors affecting the quality satisfaction of outpatient pharmaceutical service, the weight of the influence of pharmaceutical personnel on their own service ability was 0.56,and the weight of humanistic service provided by pharmacists was 0.42.CONCLUSIONPatients’overall satisfaction with the quality of outpatient pharmaceutical service is general,improve patient satisfaction of outpatient pharmacy service quality should improve the ability of their own medicine personnel,strengthen training, improve the timely responsiveness of demand for patients.