开展药物咨询服务对提高患者满意度的相关性研究.pdfVIP

窑卫生政策与管理 窑 中国现代医生 2014年9月第52卷第25期 开展药物咨询服务对提高患者满意度的相关性研究 范梁峰1 沈华明2 王志娟1 李 杰3 1.浙江省绍兴第二医院平水分院药剂科袁浙江绍兴 312350曰2.浙江省绍兴县中心医院药剂科袁浙江绍兴 312000曰 3.广州总医院药学部袁广东广州 510000 [摘要] 目的了解药物咨询服务状况及其对患者满意度的影响遥方法采用资料分析法和问卷调查法袁对405份药 物咨询资料进行统计分析袁对350例患者进行药房满意度问卷调查遥 结果淤医生尧护士和患者分别占咨询总人 数的7.90%尧15.56%和76.54%遥咨询最多的问题是野药物的用法用量冶袁占咨询问题总数的32.10%遥于对药房服务 满意度最终得分为渊3.69依0.78冤分袁明显高于平均值袁表明患者对医院的药房服务表示满意遥盂患者满意度得分与 年龄和学历之间存在负相关渊P0.05冤袁年龄越大尧学历越高者对药房的服务要求越高遥 结论寻求药物咨询的人员 和咨询的内容呈现逐渐增多趋势袁开展药物咨询服务尧提高药师综合素质有利于提高患者对药房的满意度遥 [关键词] 药物咨询曰满意度曰相关性 [中图分类号] R95 [文献标识码] B [文章编号] 1673-9701渊2014冤25-0108-03 Regarding the development of drug advisory service to improve the rela鄄 tionshipbetweenpatient satisfaction 1 2 1 3 FANLiangfeng SHEN Huaming WANGZhijuan LIJie 1.The Horizontal Branch of Pharmacy in Shaoxing Second Hospital袁Zhejiang袁Shaoxing 312350袁China曰2.Pharmacy袁 Shaoxing County Central Hospital袁Zhejiang袁Shaoxing 312000袁China曰3.Department of Pharmacy袁Guangzhou General Hospital袁Guangdong袁Guangzhou 510000袁China [Abstract] Objective To investigate the drug advisory service and its effect on the patients satisfaction of pharmacy. Methods By the data analysis and questionnaire survey袁statistical analysis was done on the 405 drugs advisory infor鄄 mation袁to the pharmacy satisfaction questionnaire in 350patients. Results 淤The doctors袁nurses and patients respec鄄 tively of the total was number of 7.90%袁15.56%and 76.54% consulting. Consulted most questions was usagedrugs accounted for 32.10% of the total advice. 于The pharmacy service satisfaction score was 渊3.69依0.78冤scores袁signifi鄄 cantly higher than the average袁showed that the patients of the hospitalpharmacy service satisfaction. 盂There was a negative cor