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·药学服务·
基于Kano模型的社区老年人药学服务需求调查及优化策略
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郑先珍 ，杨腾琪，陈 立，王曲月，吴宗辉，游 莉（西南大学医院临床药学研究所，重庆 400715）
中图分类号 R95 文献标志码 A 文章编号 1001-0408（2025）16-2057-05
DOI 10.6039/j.issn.1001-0408.2025.16.18
摘 要 目的 调查并分析老年人的药学服务需求，为老年人药学服务的改进提供参考。方法 基于Kano模型，设计调查问卷，并
选择重庆市主城区的1 200名社区老年人作为调查对象，分析老年人的药学服务需求属性和需求迫切性，提出老年人药学服务的
优化策略。结果 共计发放1 200份调查问卷，回收有效问卷1 062份，有效回收率为88.50%。受访者男女性别较为均衡，年龄以
60～69岁（43.41%）为主，文化程度普遍不高。用药教育与用药咨询服务为受访老年人的必备型需求，居家药学服务为期望型需
求，药物重整、用药监护、药学科普和药学查房为魅力型需求，互联网药学服务为无差异型需求。各项需求改善的迫切性顺序为用
药教育＞用药咨询＞居家药学服务＞药学科普＞药物重整＞用药监护＞药学查房＞互联网药学服务。结论 重庆市社区老年人
对药学服务整体呈高期待特征。各级医疗机构应全力保障用药教育和用药咨询这2项必备型需求，着力改善居家药学服务这项
期望型需求，努力发展药学科普、药物重整、用药监护和药学查房这4项魅力型需求，并积极对互联网药学服务进行适老化改造。
关键词 老年人；药学服务；Kano模型；需求分析；用药教育；用药咨询；居家药学服务；问卷调查
Investigation and optimization strategies for pharmaceutical care needs of the elderly in community based
on the Kano model
ZHENG Xianzhen，YANG Tengqi，CHEN Li，WANG Quyue，WU Zonghui，YOU Li（Medical Research Institute，
Southwest University Hospital， Chongqing 400715， China）
ABSTRACT OBJECTIVE To investigate and analyze the pharmaceutical care needs of the elderly， thus providing a reference
for improving the pharmaceutical care for the elderly. METHODS Based on the Kano model， a questionnaire was designed， and
1 200 community-dwelling elderly in the main urban area of Chongqing were selected as the survey subjects. The study analyzed
the attributes and urgency of their pharmaceutical care needs to put forward optimization strategies. RESULTS A total of 1 200
questionnaires were distributed in the study， and 1 062 valid questionnaires were collected， with an effective response rate of
88.50%. The gender distribution of respondents was relatively balanced， with the majority aged between 60 and 69 （43.41%）， and
generally possessing a relatively low level of educational attainment. The results showed that medication education and medication
consultation were must-be needs； home-based pharmaceutical care was an expected need； drug reorganization， medication
monitoring， pharmaceutical science popularization， and pharmaceutical ward round were attractive needs； internet-based
pharmaceutical care was indifferent need. The urgent order of demand was medication education ＞ medication consultation ＞
home-based pharmaceutical care ＞ pharmaceutical science popularization ＞ drug reorganization ＞ medication monitoring ＞
pharmaceutical ward round ＞ internet-based pharmaceutical care. CONCLUSIONS The community elderly in Chongqing have
high expectations for pharmaceutical care as a whole. Medical institutions should fully guarantee the two essential needs of
medication education and medication consultation， and focus on ensuring the expected needs for home-based pharmaceutical care.
Efforts should be made to develop the four attractive needs of pharmaceutical science popularization， drug reorganization，
medication monitoring， and pharmaceutical ward round， and actively carry out age-friendly adaptations for internet-based
pharmaceutical care.
KEYWORDS the elderly； pharmaceutical care； Kano model； demand analysis； medication education； medication consultation；
home-based pharmaceutical care； questionnaire survey
Δ 基金项目 重庆市社会科学规划项目（No.2023NDYB95）；重庆
市卫生健康委医学科研项目（No.2024WSJK040） 当前，全球正加速进入老龄化阶段，老年人由于生
＊第一作者 主管药师，硕士。研究方向：临床药学。E-mail：
理机能衰退、多种疾病共存、用药方案复杂及对药物认
1048979751@qq.com
识不足等原因，是药物不良事件的高发人群 。药师主
[1]
# 通信作者 副主任药师，硕士。研究方向：药事管理。E-mail：
605236886@qq.com 导的药学服务被证实是能帮助老年人降低药物不良事
中国药房 2025年第36卷第16期 China Pharmacy 2025 Vol. 36 No. 16 · 2057 ·
