通讯作者: 杨凡, njyf86@126.com

DOI：10.12201/bmr.202412.00041

Department of Pharmacy ,Nanjing Drum Tower Hospital ,the affiliated Hospital of Nanjing University Medical School ,Nanjing ,210008 ,China

• 摘要：目的:旨在对急诊药学服务需求进行探究和分析,为提高急诊药学服务质量提供参考和方向。方法:以便利抽样法选取2024年6月至8月期间某三甲医院166名急诊预检分诊分级为Ⅳ级的患者为研究对象。基于Kano模型理论设计调查问卷,内容包括环境与设备、药品调剂流程、医德医风、药师专业技术、药品需求及多元化药学科普6个维度22个条目,对需求属性进行分类及优先级排序。结果:回收有效问卷166份。Kano属性分类结果显示22项需求中5项为必备型需求,10项为期望型需求,7项为魅力型需求；Better-Worse象限分析结果显示5项为必备型需求,8项为期望型需求,9项为魅力型需求。结论:药学管理者应依据需求属性分析结果及优先级排序科学地制定针对性改善措施,进一步提高急诊药学服务质量及患者满意度。

  关键词： Kano模型; 药学服务; 满意度; 需求分析

   

  Abstract: Objective:To explore and analyze the demand of emergency pharmaceutical care , and to provide references and directions for improving the quality of emergency pharmaceutical care. Methods:A total of 166 patients with emergency pre-examination triage grade Ⅳ,from June to August 2024 in a tertiary hospital were selected by convenience sampling method. A questionnaire was designed based on the Kano model theory, which included six dimensions: environment and equipment, drug dispensing process, medical ethics, pharmacist professional and technical skills, drug needs and diversified pharmacy science, to analyze the Kano attributes and the degree of importance of 22 demands for pharmaceutical care.The demand attributes were categorized and prioritized.Results:166 valid questionnaires were collected.Kano attribute classification results showed that out of the 22 demands, 5 were must-be qualities, 10 were one-dimensional qualities, and 7 were attractive qualities; Better-Worse quadrant analysis results indicated 5 must-be qualities, 8 one-dimensional qualities, and 9 attractive qualities. Conclusion:Pharmaceutical managers should scientifically develop targeted improvement measures based on the analysis of demand attributes and prioritization to further enhance the quality of emergency pharmaceutical care and patient satisfaction.

  Key words: Kano Model; Pharmaceutical Care; Satisfaction; Demand analysis

  提交时间：2024-12-16

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• 序号	提交日期	编号	操作
  1	2024-10-08	bmr.202412.00041V1	下载

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