Satisfaction survey and strategy optimization of clinical trial service quality of hospitals in Shanghai for clinical research associate
10.3969/j.issn.1672-8467.2024.05.008
- VernacularTitle:基于临床监查员视角的上海市医院临床试验服务满意度调查及策略优化
- Author:
Lu HONG
1
;
Tao ZENG
;
Gao-Li HE
;
Xiao-Yan ZHANG
;
Lan-Fang YUAN
;
Wei ZHANG
;
Hua JIANG
Author Information
1. 复旦大学附属妇产科医院药物临床试验机构 上海 200011
- Keywords:
clinical trial;
satisfaction;
clinical research associate(CRA);
importance-performance analysis(IPA);
service quality
- From:
Fudan University Journal of Medical Sciences
2024;51(5):699-704,735
- CountryChina
- Language:Chinese
-
Abstract:
Objective To investigate the satisfaction of clinical trial service quality of hospitals in Shanghai for clinical research associate(CRA),so as to provide reference for improving the quality of clinical trial service.Methods From Oct to Nov 2023,CRAs were surveyed using the revised SERVQUAL(service quality)scale.The questionnaire included 29 items in 5 dimensions of assurance,reliability,tangibility,responsiveness and empathy.Based on the modified importance-performance analysis(IPA)analysis,it was figured out which item was in the improvement area.Results A total of 163 CRAs from 10 companies were surveyed,and 160 valid questionnaires were collected.According to the revised IPA,6,2,1,2 and 2 items of the dimensions of assurance,reliability,tangibility,responsiveness and empathy fell into the improvement area,respectively.Conclusion CRAs surveyed may not be satisfied with the clinical trial service of Shanghai hospitals.We need to propose optimization strategies to improve the quality of clinical trial service from the aspects of standardization awareness,review mode,process acquisition,response and management system flexibility.
