住院患者视角下临床药师服务满意度的影响因素研究——基于因子分析和多元线性回归分析

Influencing Factors of Clinical Pharmacist Service Satisfaction from the Perspective of Inpatients:A Study Based on Factor Analysis and Multiple Linear Regression Analysis

目的 了解住院患者对临床药师服务的满意度及影响因素,为提升和评价临床药师的服务水平及质量提供参考。方法 调查贵州省9个市州10家综合性三甲医院中住院患者267例,通过问卷调查、因子分析和多元线性回归分析,计算住院患者对临床药师服务满意度各级指标的权重和综合满意度得分。结果 临床药师服务满意度量表中一级指标权重系数最高的是临床药师的服务技能(0.538),最低的是临床药师的服务效率(0.194);二级指标权重系数最高的是临床药师的用药答复和帮助(0.132),最低的是临床药师的精神面貌(0.042);住院患者对临床药师的服务满意度综合评价得分3.934分(满分5分)。多元线性回归分析显示,临床药师的服务技能是影响患者对临床药师服务满意度的最重要因素(P<0.05)。目前贵州省三甲医院临床药师开展的临床药学服务能基本满足患者的需求,但距离达到总体相对满意还有一定改进空间。结论 临床药师的服务技能是开展临床药学服务的首要核心竞争力,提高临床药师工作积极性是临床药学服务发展的必然环节,改善临床药师的职业素质是提升临床药学服务软实力的关键。

Objective To understand the satisfaction and influencing factors of inpatients with the service of clinical pharmacists and to provide a reference for improving and evaluating the service level and quality of clinical pharmacists.Methods A total of 267 inpatients were investigated in 10 comprehensive grade III hospitals in 9 cities(prefectures)of Guizhou province.Through the questionnaire survey method,factor analysis,and multiple linear regression analysis,the weights and total satisfaction scores of all levels of inpatients’satisfaction with clinical pharmacist services were calculated.And the main factors affecting inpatients’satisfaction with clinical pharmacists’services were explored.Results In the clinical pharmacist service satisfaction scale,the highest weight coefficient of the first-class index was the service skills of clinical pharmacists(0.538),and the lowest was the service efficiency of clinical pharmacists(0.194).The highest weight coefficient of secondary indicators was the medication reply and help of clinical pharmacists(0.132),and the lowest was the mental outlook of clinical pharmacists(0.042).The comprehensive evaluation score of inpatients'satisfaction with the service of clinical pharmacists was 3.934(out of 5).Multiple linear regression analysis showed that the service skills of clinical pharmacists were the most important factor affecting patients'satisfaction with clinical pharmacists(P<0.05).At present,the clinical pharmacy services carried out by clinical pharmacists in the gradeⅢhospitals of Guizhou province can meet the needs of patients,but there is still room for improvement to achieve overall relative satisfaction.Conclusion The service skills of clinical pharmacists are the primary core competitiveness of clinical pharmacy services.Improving the enthusiasm of clinical pharmacists is an inevitable link in developing clinical pharmacy services.Improving the professional quality of clinical pharmacists is the key to enhancing the soft power of clinical pharmacy services.