Investigation on Consumers'Degree of Satisfaction with Hospital Pharmacy Services
- VernacularTitle:消费者对医院药房服务满意度的调查研究
- Author:
Kanghuai ZHANG
- Publication Type:Journal Article
- Keywords:
Consumer;
Hospital pharmacy;
Services;
Degree of satisfaction;
Investigation
- From:
China Pharmacy
2001;0(07):-
- CountryChina
- Language:Chinese
-
Abstract:
OBJECTIVE:To enhance consumers'satisfaction with the hospital pharmacy services.METHODS:Patient satisfaction measuring tables were designed before being given to550common consumers who were investigated through questionnaire by convenient sampling method.The reliability of the measuring tables was evaluated by calculating Cronbach's alpha coefficient and margin of stability.t test and single factor analysis of variance(ANOVA)were used to analyze the effects of demographic factors on degree of satisfaction.RESULTS:345questionnaires have been recovered with the effective recovery rate at62.7%;the Cronbach'a alpha coefficient was0.7503.The consumers'average satisfaction score was2.81.There were significant differences among consumers with different educational level.CONCLUSION:Generally speaking,the consumers are not satisfied with the current hospital pharmacy services.The dissatisfaction were mainly centralized in some non-technical services such as drug prices,service quality and professional ethics,etc.of pharmacists.It is necessary for hospital pharmacy to take some coping measures to increase consumers'satisfaction with pharmacy services.
