Analysis of the demands for pharmaceutical clinic service and influential factors based on Kano model
- VernacularTitle:基于Kano模型的药学门诊服务需求调研及影响因素分析
- Author:
Han SHAN
1
;
Xuan YE
1
;
Zihan GUO
1
;
Jing WU
2
;
Jinwei HU
3
;
Xiaopei TONG
4
;
Yufei BIN
5
;
Jiyong LIU
1
;
Qiong DU
1
;
Mengmeng WANG
6
Author Information
1. Dept. of Pharmacy，Fudan University Shanghai Cancer Center，Shanghai 200032，China;Dept. of Oncology，Shanghai Medical College，Fudan University，Shanghai 200032，China
2. Dept. of Pharmacy，Fudan University Shanghai Cancer Center，Shanghai 200032，China;Dept. of Pharmacy，Changzhou Cancer Hospital，Jiangsu Changzhou 213032，China
3. Dept. of Pharmacy，Fudan University Shanghai Cancer Center，Shanghai 200032，China;Dept. of Pharmacy，Sichuan Jianzhu Hospital，Chengdu 610036，China
4. Dept. of Pharmacy，Fudan University Shanghai Cancer Center，Shanghai 200032，China;Dept. of Pharmacy，the Third Xiangya Hospital of Central South University，Changsha 410013，China
5. Dept. of Pharmacy，Fudan University Shanghai Cancer Center，Shanghai 200032，China;Dept. of Pharmacy，Central Hospital of Hengyang，Hunan Hengyang 421000，China
6. Dept. of Pharmacy，Fudan University Shanghai Cancer Center，Shanghai 200032，China
- Publication Type:Journal Article
- Keywords:
pharmaceutical clinic;
Kano model;
pharmacist services;
patient’s demands
- From:
China Pharmacy
2025;36(22):2850-2855
- CountryChina
- Language:Chinese
-
Abstract:
OBJECTIVE To explore the characteristics and influential factors of pharmaceutical clinic service demands， providing evidence for optimizing pharmaceutical service models and facilitating pharmaceutical service models of pharmacist role transformation. METHODS A cross-sectional survey design was adopted， and 410 outpatient participants were selected from Fudan University Shanghai Cancer Center through convenience sampling for questionnaire administration from February to May 2025. Kano model was applied to analyze the demand attributes of 25 pharmaceutical services， while questionnaires were used to assess patients’ awareness and demand status. Subgroup analyses were conducted based on key demographic variables such as gender， age， educational attainment， and economic burdens， to SACA- systematically examine the differences in Kano attribute classification among patients in each subgroup. RESULTS The awareness rate of pharmaceutical outpatient services among patients was only 14.63%， yet those who were aware demonstrated a significantly higher demand rate for such services compared to those who were unaware （P＜0.001）. The demand for pharmaceutical clinic services exhibited a hierarchical characteristic： twelve items were identified as attractive attributes （e. g.， providing suggestions for more affordable treatment options， offering online consultation services， etc.）， five items as expected attributes （e.g.， having a good attitude and being able to patiently answer your questions， etc.）， three items as must-have attributes （e.g.， providing guidance on medication dosage and usage， providing guidance on medication precautions， etc.）， five items as indifferent attributes （e.g.， providing treatment plan recommendations based on the patient’s condition）. There were zero items classified as reverse attribute. Subgroup analysis revealed that female patients showed greater concern for “neat and clean attire of medical staff” than male patients （P＜0.001）； patients under 60 years of age demonstrated stronger demand for “providing treatment plan recommendations based on patients’ conditions” compared to patients aged 60 or above （P＝0.016）； those with below high school education placed greater emphasis on “providing guidance on medication precautions” compared to those with a high school education or above （P＝0.011）； patients with lower economic burdens exhibited stronger preferences for “neat and clean attire of medical staff ” （P＝0.002）. CONCLUSIONS The public awareness rate of pharmaceutical clinic services is considerably low； however， those who are aware of such services demonstrate significantly higher demand. The medication safety-related services and convenience-oriented demands should be prioritized in the development of pharmaceutical clinics. Moreover， the study also revealed that factors such as gender， age， educational level， and economic burdens exert significant influences on patients’ service demands.
