Fincham J E, Wertheimer A I
J Pharm Mark Manage. 1987 Winter;2(2):73-88. doi: 10.3109/j058v02n02_10.
In a study of Health Maintenance Organization (HMO) patients, five variables were shown to be predictive of patient satisfaction with pharmacy services through multiple regression analysis. The variables of satisfaction with the HMO in general, convenience of prescription filling, self-assessed positive health status, communication between provider and patient, and the view of prescription drugs as being inexpensive accounted for 26.4% of the variance in patient satisfaction with HMO pharmacy services. The results suggest areas in which attention should be directed toward maintenance of patient satisfaction with pharmacy services, especially when considering that patients may have the option of utilizing in-house or out-of-plan pharmacies for services. The authors suggest administrators of HMOs, pharmacy directors, and out-of-plan vendor pharmacists should periodically assess HMO pharmacy patient satisfaction.
在一项针对健康维护组织（HMO）患者的研究中，通过多元回归分析表明，有五个变量可预测患者对药房服务的满意度。总体上对HMO的满意度、处方配药的便利性、自我评估的良好健康状况、提供者与患者之间的沟通以及认为处方药价格低廉等变量，占患者对HMO药房服务满意度差异的26.4%。研究结果表明了应将注意力导向哪些方面以维持患者对药房服务的满意度，特别是考虑到患者可能有选择在内部药房或计划外药房获取服务的情况。作者建议HMO的管理人员、药房主任和计划外供应商药剂师应定期评估HMO药房患者的满意度。
