外科药师服务质量评价指标体系构建

Construction of service quality evaluation index system for surgical pharmacist

关键词:  外科药师  转型  服务质量评价  指标体系  SERVQUAL模型

Key words:  surgical pharmacist  transformation  service quality evaluation  index system  SERVQUAL model

摘要:

摘要：目的 构建外科药师服务质量评价指标体系，为提升外科药师服务水平以及促进医院药师转型提供依据。方法 通过查阅文献、咨询药学专家，并结合外科药师工作的具体内容和流程，以服务质量（service quality, SERVQUAL）模型为框架形成初步量表；对21名药学专家进行2轮专家函询，形成正式的量表条目；通过层次分析法确定各个指标权重。结果 专家权威系数为0.831，熟悉程度为0.762，判断系数为0.900。各级指标的肯德尔协调系数为0.366 ～ 0.502，卡方检验P均小于0.05，说明专家对指标的评价结果具有一致性，协调程度较好。经过2轮专家函询，最终确定的外科药师服务质量评价指标体系，包括一级指标6个(有形性、响应性、可靠性、安全性、移情性、获益性)、二级指标22个以及三级指标67个。结论 构建的外科药师服务质量评价指标体系具有较高的权威性和科学性，为外科药师服务质量评价提供了科学的理论依据。

Abstract:

Construction of service quality evaluation index system for surgical pharmacist ABSTRACT: OBJECTIVE To construct the service quality evaluation index system for surgical pharmacist, providing a basis for improving the service level of surgical pharmacists and promoting the transformation of hospital pharmacists. METHODS Based on service quality (SERVQUAL) model, literature research method and consulting pharmaceutical experts were used to collect relevant data and construct initial scale items,Delphi expert consultation method was used to revise and improve indicators, and analytic hierarchy process was used to calculate the weight of each indicator,finally forming the service quality evaluation index system for surgical pharmacist. RESULTS Coefficient of experts was 0.831, familiarity degree 0.762 and authority coefficient 0.900. The Kendall coordination coefficient of each index was 0.366 ～ 0.502. The P value of Chi-square test was all ＜0.05, and the degree of coordination was excellent for expert consultations. After two rounds of letter inquiry, the service quality evaluation index system of surgical pharmacist was determined, including 6 first-level and 22 second grade indexes and 67 third grade indexes. CONCLUSION The established evaluation index system for the quality of surgical pharmacist services has high authority and scientificity. It provides a scientific theoretical basis for evaluating the service quality of surgical pharmacists.