目的:了解影响患者对于药学服务满意度的因素,为药学服务工作的改善提供参考.方法:采用问卷调查的方法,从取药便利度、感知质量、药学服务预期、感知价值、患者感受、患者投诉6个方面,对浙江省23家医院的部分患者进行药学服务满意度影响因素调查,基于结构方程构建模型,并进行分析.结果:共发放问卷500份,回收有效问卷413份,有效回收率为82.6%.所建立的模型共包含19个观测变量和6个潜变量.结果显示,取药便利度对于感知质量、药物服务预期、感知价值、患者感受具有正向的影响作用,其中取药便利度对于患者感受(满意度)影响程度最大;药学服务预期与患者感受成正相关关系;感知价值与患者投诉呈现负相关关系.结论:为提升患者对于药学服务的满意度,需提高药学服务人员的专业水平和服务态度,提高患者取药便利程度,提高患者在心理、社会性方面的满意度.%OBJECTIVE:To understand the influential factors of clinical pharmacy service satisfaction,and provide reference for improving the pharmacy service. METHODS:Questionnaire survey was adopted to investigate and analyze the influential fac-tors about satisfaction of parts of patients from 23 hospitals in Zhejiang province on pharmacy service from aspects of ease of tak-ing medicines,perceived quality,pharmacy services expectations,perceived value,patients'feelings and complaints based on structural equation. RESULTS:Totally 500 questionnaires were sent out and 413 were valid with effective rate of 82.6%. The estab-lished model included 19 observed variables and 6 latent variables;results showed ease of taking medicines had positive effect on perceived quality,pharmacy services expectations,perceived value and patients'feelings,and most affected on patients'feelings (satisfaction);pharmacy services expectations had positive correlation with patients'feelings;perceived value had negative correla-tion with patients'complaints. CONCLUSIONS:In order to improve the satisfaction of patients,the professionalism and service at-titude of pharmacy staffs,ease of taking medicines of patients and psychological and social satisfaction degree should be improved.
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