埃塞俄比亚一家教学医院的患者对药学专业人员提供服务的认知与满意度。
Clients' perception and satisfaction toward service provided by pharmacy professionals at a teaching hospital in Ethiopia.
作者信息
Teshome Kefale Adane, Hagos Atsebah Gebru, Ayele Mega Teshale
机构信息
Department of Pharmacy, College of Health Sciences, Mizan-Tepi University, Mizan-Aman, Ethiopia.
出版信息
Integr Pharm Res Pract. 2016 Nov 14;5:85-94. doi: 10.2147/IPRP.S118657. eCollection 2016.
BACKGROUND
Evaluation of client's perception and satisfaction with pharmacy services is important to identify specific areas of the service that need improvement in achieving high-quality pharmacy services. It also helps to detect the gaps in the current pharmaceutical services provision.
OBJECTIVE
To assess clients' perception and satisfaction toward service provided by pharmacy professionals at Mizan-Tepi University Teaching Hospital.
METHODS
A cross-sectional study design was employed from March 8 to 24, 2016. A semistructured questionnaire was used to assess clients' perception and satisfaction toward service provided by pharmacy professionals. The data collected were entered into Epi data 3.1, cleaned, and transported into and analyzed using SPSS version 20. Logistic regression was employed to determine associated factors, and statistical significance was considered at -value <0.05.
RESULTS
Among 384 respondents, 53.1% were male. Of the total participants, 63.8% had good perception and 36.2% had poor perception toward pharmacy services. With regard to satisfaction, 52.6% of the respondents were satisfied and 47.4% were unsatisfied by the pharmaceutical services. Sociodemographic variables such as educational level (=0.000), occupation (=0.031), payment for service (=0.002), and reasons the respondents seek service (=0.001) showed statistically significant association with the level of perception. Clients' satisfaction was found to be significantly associated with educational level (=0.002) and reason for seeking service (=0.016).
CONCLUSION AND RECOMMENDATION
This study showed that the overall mean perception and satisfaction of clients in Mizan-Tepi University Teaching Hospital was low, even though it was above the mean level of perception and satisfaction. Action has to be taken to improve the perception and satisfaction of clients with the services provided in the pharmacy section.
背景
评估客户对药房服务的认知和满意度对于确定服务中需要改进以实现高质量药房服务的具体领域非常重要。它还有助于发现当前药学服务提供中的差距。
目的
评估米赞 - 泰皮大学教学医院药房专业人员提供的服务在客户中的认知和满意度。
方法
采用横断面研究设计，时间为2016年3月8日至24日。使用半结构化问卷评估客户对药房专业人员提供的服务的认知和满意度。收集的数据录入Epi数据3.1，进行清理，然后导入并使用SPSS 20版进行分析。采用逻辑回归确定相关因素，当P值<0.05时认为具有统计学意义。
结果
在384名受访者中，53.1%为男性。在所有参与者中，63.8%对药房服务有良好认知，36.2%有较差认知。关于满意度，52.6%的受访者对药学服务满意，47.4%不满意。社会人口统计学变量，如教育程度（P = 0.000）、职业（P = 0.031）、服务付费（P = 0.002）以及受访者寻求服务的原因（P = 0.001）与认知水平显示出统计学上的显著关联。发现客户满意度与教育程度（P = 0.002）和寻求服务的原因（P = 0.016）显著相关。
结论与建议
本研究表明，米赞 - 泰皮大学教学医院客户的总体平均认知和满意度较低，尽管高于认知和满意度的平均水平。必须采取行动提高客户对药房部门提供的服务的认知和满意度。
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