药品检验机构服务满意度和需求的调查

摘要

目的：调查药品生产企业对中国食品药品检定研究院服务满意度和需求状况。方法：设计调查问卷表，对前来参加中检院业务咨询日的生产企业代表进行调查，发放调查问卷100份，对调查问卷进行统计分析。结果：调查问卷回收率100%。药品生产企业对于送检样品的及时受理、检验业务能力和员工服务态度满意度分别占95%、90%和96%；对检验进度清晰可查和检验时限的遵守不满意度均占90%。服务需求主要集中在化学药品和生物制品的注册检验领域。结论：本调查有助于药品检验机构的质量管理体系和服务水平的提升。%Objective: This paper intended to make investigation on the degree of satisfaction and comments of pharmaceutical manufacturers on the service provided by the National Institutes for Food and Drug Control (NIFDC). Methods:The study was conducted in a stepwise approach, to design questionnaire, to request those people coming to attend the“consultation day”set up by NIFDC to ifll out the questionnaire, to disseminate 100 copies of questionnaires, and make analysis on the returned questionnaire. Results:100%of questionnaires were returned and valid. Customers were satisifed with the sample reception, testing capability and service attitude, accounting for 95%, 90%and 96%respectively;Customers were unsatisifed with traceable testing procedure and testing timeline, both accounting for 90%. The needs of service lied on the common technical and management issues in terms of the registration of chemical and biological products. Conclusion:This investigation would lay a foundation for the improvement of quality management system and service.