Analysis of factors influencing patient satisfaction in the outpatient pharmacy of maternity and child specialist hospitals in Chongqing
- VernacularTitle:重庆地区妇幼专科医院门诊药房患者满意度影响因素分析
- Author:
Ye DING
1
;
Mengdi YU
1
;
Yingwu SHI
1
;
Yanqiu CHEN
2
;
Jun YANG
2
Author Information
1. Discipline Inspection Room，Chongqing Health Center for Women and Children/Women and Children’s Hospital of Chongqing Medical University，Chongqing 400147，China
2. Cervical Diseases Diagnosis & Treatment Centre，Chongqing Health Center for Women and Children/Women and Children’s Hospital of Chongqing Medical University，Chongqing 400147，China
- Publication Type:Journal Article
- Keywords:
outpatient pharmacy;
satisfaction;
KANO model;
Structural Equation Model;
maternity and child specialist hospital
- From:
China Pharmacy
2025;36(1):106-112
- CountryChina
- Language:Chinese
-
Abstract:
OBJECTIVE To analyze the factors influencing patient satisfaction in the outpatient pharmacy of tertiary maternity and child specialist hospitals in Chongqing， and provide a reference for improving the pharmaceutical management capability of tertiary maternity and child specialist hospitals and enhancing patients’ medical experience. METHODS Utilizing KANO model， a questionnaire was developed and data were analyzed. Key influencing factors were identified through the categorization of requirement attributes， Better values， Worse values， and two-dimensional matrix analysis. The impact of these categorized demand factors on overall satisfaction was further validated through Structural Equation Modeling （SEM）. RESULTS Cronbach’s α coefficient for the survey questionnaire was 0.855， exceeding the acceptable threshold of 0.7； Bartlett test for sphericality yielded a value of 5 538.56 with P＜0.01， indicating good reliability and validity of the survey results. Through the KANO model’s factor selection process， the top four key factors influencing patient satisfaction in outpatient pharmacies were determined to be： medication pick-up time （r＝0.45）， pharmacist service attitude （r＝0.45）， rational medication consultation （r＝0.41）， self-service calling system （r＝0.40）， all of which were subsequently validated through SEM. CONCLUSIONS The four factors of medication pick-up time， self-service calling system， pharmacist service attitude， and rational medication consultation significantly influence patient satisfaction in the outpatient pharmacies of tertiary maternity and child hospitals in Chongqing.
