药学门诊服务满意度量表的编制及实证研究

目的:了解医院药学门诊服务的水平和存在的主要问题,编制适用于评价药学门诊服务满意度的测评工具,从而探索评价医疗机构药学服务质量的可行性。方法:通过参考成熟的量表,进行文献回顾、质性研究并结合专家意见构建条目池,形成初始量表。对初始量表采用极端组检验法(CR法)、相关系数法、离散趋势法等方法进行条目筛选和效能评定。所形成的最终量表用于调查患者对药学门诊服务的满意度。结果:最终形成的药学门诊服务满意度量表由19个封闭式条目和1个开放式条目构成,分为有形性、可靠性、反应性、保证性、移情性5个因子。量表具有较好的内部一致性,信度与效度良好。调查显示:患者对药学门诊服务质量的有形性、可靠性、反应性、保证性、移情性的期望与感知值分别为4.47、4.34,4.42、4.43,4.63、4.42,4.05、4.43和4.58、4.51,可靠性和保证性的SQ值均为正;有形性、反应性和移情性的SQ值均为负。说明患者不满意的方面主要集中于有形性、反应性和移情性。结论:用该量表能较客观,全面地评价药学门诊服务质量。调查结果说明通过临床药师的多年努力,其在患者心中的地位有所提高,权威性也受到认可。而改进药学门诊服务质量的方向在有形性、反应性和移情性,主要需要改善提供服务的环境以及快速地以病人角度来提供药学服务。此次药学服务满意度调查也说明了使用量表用于评价药学门诊服务质量是可行的,且对改进药学门诊服务质量具有指导作用。

Establishment and investigations of pharmaceutical service satisfaction scale in outpatient clinic

OBJECTIVE To understand the level and main problems of clinical pharmaceutical service in outpatient, and to develop an assessment tool suitable for evaluating the satisfaction of pharmaceutical outpatient services, so as to explore the feasibility of evaluating the quality of pharmaceutical services in medical institutions. METHODS By referring to the mature scale, literature review, heterogeneity study and expert opinion were performed to construct the item pool and form the initial scale. Extreme group test (CR method), correlation coefficient method and discrete trend method were used to screen items and evaluate the efficacy of the initial scale.The final scale formed was used to investigate patient satisfaction with pharmaceutical outpatient services. RESULTS The final pharmaceutical service satisfaction scale consisted of 19 closed items and one open item as well as five factors involving tangibility, reliability, responsiveness, assurance and empathy. The scale had good internal consistency, reliability and validity. The survey showed the expectations and perceptions of tangibility, reliability, responsiveness, assurance and empathy of clinical pharmaceutical service were 4.47, 4.34, 4.42, 4.43, 4.63, 4.42, 4.05 and 4.43, respectively. The SQ values of reliability and assurance were positive, while the SQ values of tangibility, responsiveness and empathy were negative. It suggested that the dissatisfaction of patients mainly focuses on tangibility, responsiveness and empathy.CONCLUSION The scale was used for evaluating the quality of clinical pharmaceutical service objectively and comprehensively. The results showed that the status of clinical pharmacists had been improved and their authority had been recognized through their efforts. In order to improve the quality of clinical pharmaceutical service in tangibility, responsiveness and empathy, we need to improve the service environment and provide pharmaceutical service from the patient's point of view. The survey also demonstrated that it was feasible to use the scale to evaluate the quality of clinical pharmaceutical service, and it had a guiding role in improving the quality of clinical pharmaceutical service.