Page 111 - 《中国药房》2024年24期

·药师与药学服务·

江苏省三级医院慢性肾脏病患者对药学服务的满意度调查
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吴 敏 1， 2＊ ，柳鹏程 ，姚东宁 （1.南京医科大学药学院，南京 211166；2.常州卫生高等职业技术学校医药技术
管理系，江苏 常州 213000；3.中国药科大学国际医药商学院，南京 211166）

中图分类号 R95 文献标志码 A 文章编号 1001-0408（2024）24-3065-06
DOI 10.6039/j.issn.1001-0408.2024.24.17

摘 要 目的 为改善慢性肾脏病（CKD）患者对药学服务质量的满意度提供参考。方法 采用分层抽样与随机抽样相结合的方法
抽取江苏省内6家三级医院的CKD患者为调查对象。基于改良的SERVQUAL模型，从可靠性、响应性、移情性、保证性、连续性、
有形性6个维度调查江苏省CKD患者对药学服务质量的评价，并分析6个维度对于整体满意度的影响程度。结果 共发放205份
问卷，回收有效问卷 199 份，有效率为 97.07%。受访患者对 CKD 药学服务质量整体满意度不高，有 60.30% 的患者表示“勉强满
意”，28.65%的患者表示“不满意”或“非常不满意”。6个维度的服务质量值（SQ）都小于0，6个维度均可以显著正向影响整体满意
度，其中可靠性和响应性维度的服务质量评价最高（SQ平均值均为－1.01），保证性维度的服务质量评价最低（SQ平均值为－1.10）。
结论 江苏省CKD患者对药学服务质量的各维度评价及整体满意度较低。建议相关医疗机构重点关注保证性、有形性、移情性、
连续性等维度，进一步加强对药师的业务技能培训、重视对患者的随访并及时完善硬件设施。
关键词 慢性肾脏病；药学服务质量；患者满意度；SERVQUAL模型

Satisfaction of patients with chronic kidney disease on the pharmaceutical care in tertiary hospitals in
Jiangsu Province
WU Min ，LIU Pengcheng ，YAO Dongning（1. School of Pharmacy， Nanjing Medical University， Nanjing
1， 2
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211166， China；2. Dept. of Medical Technology Management， Changzhou Health Vocational and Technical
College， Jiangsu Changzhou 213000， China；3. School of International Pharmaceutical Business， China
Pharmaceutical University， Nanjing 211166， China）

ABSTRACT OBJECTIVE To provide references for improving the satisfaction of patients with chronic kidney disease （CKD）
on the quality of pharmaceutical care. METHODS CKD patients from six tertiary hospitals in Jiangsu Province were selected as
subjects of the investigation by stratified sampling and random sampling. Based on the modified SERVQUAL model， the evaluation
of pharmaceutical care quality for CKD patients in Jiangsu Province was investigated from the dimensions of reliability，
responsiveness， empathy， assurance， continuity and tangibility， then the influence of six dimensions on overall satisfaction was
analyzed. RESULTS A total of 205 questionnaires were distributed and 199 valid questionnaires were recovered， with an effective
rate of 97.07%. The overall satisfaction on the CKD pharmaceutical care quality among the interviewed patients was not high， with
60.30% of patients stating “barely satisfied” and 28.65% stating “dissatisfied” or “very dissatisfied”. The service quality values
（SQ） of the six dimensions were all less than 0， and the quality of the six dimensions was positively correlated with the overall
satisfaction of patients. Among them， the reliability and responsiveness service quality evaluation were the highest （the average SQ
was －1.01）， and the assurance service quality evaluation was the lowest （the average SQ was －1.10）. CONCLUSIONS The
patients with CKD in Jiangsu Province have poor evaluation and overall satisfaction on the quality of pharmaceutical care. It is
suggested that relevant medical institutions should focus on the dimensions of assurance， tangibility， empathy and continuity，
further strengthen the professional skills training of pharmacists， pay attention to the follow-up of patients and timely improve the
hardware facilities.
KEYWORDS chronic kidney disease； pharmaceutical care quality； patient satisfaction； SERVQUAL model

Δ 基金项目 国家自然科学基金项目（No.72204119） 慢性肾脏病（chronic kidney disease，CKD）是一种由
＊第一作者 硕 士 研 究 生 。 研 究 方 向 ：临 床 药 学 。 E-mail ：
各种原发性或继发性原因导致的、以肾脏排泄和内分泌
wuminmail2024@163.com
功能逐渐丧失为特征的慢性代谢性疾病 。CKD 患者
[1]
# 通信作者 副教授，硕士生导师，博士。研究方向：药事管理、临
床药学。E-mail：dnyao@njmu.edu.cn 患病期间，往往伴有多种复杂的并发症，如高血压、贫

中国药房 2024年第35卷第24期 China Pharmacy 2024 Vol. 35 No. 24 · 3065 ·