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重庆地区妇幼专科医院门诊药房患者满意度影响因素分析
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丁 烨 ，余梦笛 ，史颖悟 ，陈彦秋 ，杨 君 （1.重庆市妇幼保健院/重庆医科大学附属妇女儿童医院纪检室，
1＊
重庆 400147；2.重庆市妇幼保健院/重庆医科大学附属妇女儿童医院宫颈疾病诊治中心，重庆 400147）
中图分类号 R952 文献标志码 A 文章编号 1001-0408（2025）01-0106-07
DOI 10.6039/j.issn.1001-0408.2025.01.18
摘 要 目的 分析重庆地区三级妇幼专科医院门诊药房患者满意度的影响因素，为改进妇幼专科医院药事管理能力、提升患者
就医体验提供参考。方法 运用KANO模型设计问卷、分析数据，通过需求属性分类、Better值、Worse值和二维矩阵分析，筛选确
定关键影响因素；并通过结构方程模型，进一步验证归类的需求因素对总体满意度的影响。结果 调查问卷整体Cronbach’s α系
数为0.855（＞0.7）；Bartlett球形检验χ ＝5 538.56，P＜0.01，调查问卷结果信度和效度较好。经过KANO 模型因素选择线筛选出
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排名前 4 位的影响门诊药房患者满意度的关键因素，依次为取药时间（r＝0.45）、药师服务态度（r＝0.45）、合理用药咨询（r＝
0.41）、自助叫号系统（r＝0.40），并通过了结构方程模型验证。结论 取药时间、自助叫号系统、药师服务态度、合理用药咨询4个
因素对重庆地区三级妇幼专科医院门诊药房患者满意度影响较大。
关键词 门诊药房；满意度；KANO模型；结构方程模型；妇幼专科医院
Analysis of factors influencing patient satisfaction in the outpatient pharmacy of maternity and child
specialist hospitals in Chongqing
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DING Ye ，YU Mengdi ，SHI Yingwu ，CHEN Yanqiu ，YANG Jun（1. Discipline Inspection Room， Chongqing
Health Center for Women and Children/Women and Children’s Hospital of Chongqing Medical University，
Chongqing 400147， China；2. Cervical Diseases Diagnosis & Treatment Centre， Chongqing Health Center for
Women and Children/Women and Children’s Hospital of Chongqing Medical University， Chongqing 400147，
China）
ABSTRACT OBJECTIVE To analyze the factors influencing patient satisfaction in the outpatient pharmacy of tertiary maternity
and child specialist hospitals in Chongqing， and provide a reference for improving the pharmaceutical management capability of
tertiary maternity and child specialist hospitals and enhancing patients’ medical experience. METHODS Utilizing KANO model， a
questionnaire was developed and data were analyzed. Key influencing factors were identified through the categorization of
requirement attributes， Better values， Worse values， and two-dimensional matrix analysis. The impact of these categorized demand
factors on overall satisfaction was further validated through Structural Equation Modeling （SEM）. RESULTS Cronbach’s α
coefficient for the survey questionnaire was 0.855， exceeding the acceptable threshold of 0.7； Bartlett test for sphericality yielded a
value of 5 538.56 with P＜0.01， indicating good reliability and validity of the survey results. Through the KANO model’s factor
selection process， the top four key factors influencing patient satisfaction in outpatient pharmacies were determined to be：
medication pick-up time （r＝0.45）， pharmacist service attitude （r＝0.45）， rational medication consultation （r＝0.41）， self-service
calling system （r＝0.40）， all of which were subsequently validated through SEM. CONCLUSIONS The four factors of medication
pick-up time， self-service calling system， pharmacist service attitude， and rational medication consultation significantly influence
patient satisfaction in the outpatient pharmacies of tertiary maternity and child hospitals in Chongqing.
KEYWORDS outpatient pharmacy； satisfaction； KANO model； Structural Equation Model； maternity and child specialist hospital
Δ 基金项目 重庆市自然科学基金面上项目（No.CSTB2022NSCQ-
MSX1192，No.cstc2021jcyj-msxmX0718）；重庆医科大学未来医学青年 妇女儿童健康是全民健康的基石，是衡量社会文明
[1]
创新团队发展支持计划（No.W0181） 进步的标尺，是人类可持续发展的前提 。妇幼患者由
＊第一作者 助理研究员，硕士。研究方向：公共卫生、药事管理。
于自身生理和心理特点，对医疗服务的需求具有特殊
E-mail：274150749@qq.com
性。门诊药房作为门诊患者就诊的最后环节，对患者整
# 通信作者 教授，硕士生导师。研究方向：妇科肿瘤、药学临床。
E-mail：850495017@qq.com 体就诊满意度影响较大，甚至可能影响其诊疗依从性和
· 106 · China Pharmacy 2025 Vol. 36 No. 1 中国药房 2025年第36卷第1期
