Satisfaction of patients with chronic kidney disease on the pharmaceutical care in tertiary hospitals in Jiangsu Province
- VernacularTitle:江苏省三级医院慢性肾脏病患者对药学服务的满意度调查
- Author:
Min WU
1
,
2
;
Pengcheng LIU
3
;
Dongning YAO
1
Author Information
1. School of Pharmacy，Nanjing Medical University，Nanjing 211166，China
2. Dept. of Medical Technology Management，Changzhou Health Vocational and Technical College，Jiangsu Changzhou 213000，China
3. School of International Pharmaceutical Business，China Pharmaceutical University，Nanjing 211166，China
- Publication Type:Journal Article
- Keywords:
chronic kidney disease;
pharmaceutical care quality;
patient satisfaction;
SERVQUAL model
- From:
China Pharmacy
2024;35(24):3065-3070
- CountryChina
- Language:Chinese
-
Abstract:
OBJECTIVE To provide references for improving the satisfaction of patients with chronic kidney disease （CKD） on the quality of pharmaceutical care. METHODS CKD patients from six tertiary hospitals in Jiangsu Province were selected as subjects of the investigation by stratified sampling and random sampling. Based on the modified SERVQUAL model， the evaluation of pharmaceutical care quality for CKD patients in Jiangsu Province was investigated from the dimensions of reliability， responsiveness， empathy， assurance， continuity and tangibility， then the influence of six dimensions on overall satisfaction was analyzed. RESULTS A total of 205 questionnaires were distributed and 199 valid questionnaires were recovered， with an effective rate of 97.07%. The overall satisfaction on the CKD pharmaceutical care quality among the interviewed patients was not high， with 60.30% of patients stating “barely satisfied” and 28.65% stating “dissatisfied” or “very dissatisfied”. The service quality values （SQ） of the six dimensions were all less than 0， and the quality of the six dimensions was positively correlated with the overall satisfaction of patients. Among them， the reliability and responsiveness service quality evaluation were the highest （the average SQ was －1.01）， and the assurance service quality evaluation was the lowest （the average SQ was －1.10）. CONCLUSIONS The patients with CKD in Jiangsu Province have poor evaluation and overall satisfaction on the quality of pharmaceutical care. It is suggested that relevant medical institutions should focus on the dimensions of assurance， tangibility， empathy and continuity， further strengthen the professional skills training of pharmacists， pay attention to the follow-up of patients and timely improve the hardware facilities.
