基于德尔菲法的临床药师对住院患者药学服务满意度调查表的设计

Design of the Satisfaction Questionnaire for Clinical Pharmacy Service in Hospitalized Patients Based on Delphi Method

关键词:  德尔菲法  临床药师  药学服务  满意度

Key words:  Delphi method  clinical pharmacist  pharmaceutical service  satisfaction

摘要:

目的 设计住院患者对临床药师提供的药学服务的满意度调查表，为临床药师的服务质量考核提供参考。方法 采用德尔菲法对24名专家进行2轮函询，分别计算专家积极系数、专家权威程度、专家协调程度等，对函询结果进行整理分析后最终确立临床药师药学服务住院患者满意度调查表，并采用Cronbach's α系数和平均量表水平的内容效度指数（S-CVI/Ave）评价满意度调查表的内部一致性信度、内容效度。结果 2轮函询专家积极系数分别为96%和100%，专家权威程度分别为0.77和0.80，专家协调程度分别为0.312和0.364，根据专家意见对指标进行修改、删除、合并后最终形成含有3个一级指标、8个二级指标、12个三级条目的满意度调查表，该满意度调查表的Cronbach's α系数和S-CVI/Ave分别为0.896和0.939。结论 本研究基于德尔菲法设计的满意度调查表较为合理可靠，可适用于住院患者对临床药学服务满意度的调查。

Abstract:

OBJECTIVE To design a satisfaction questionnaire for hospitalized patients on clinical pharmacy services, and provide reference for clinical pharmacists' service quality assessment. METHODS The Delphi method was used to conduct two rounds of enquiries on 24 experts, and the experts' positive coefficient, the degree of experts' authority, and the degree of experts' coordination were calculated. After the results of the consultation were analyzed, the satisfaction questionnaire was finally established. Cronbach's α coefficient and the content validity index(S-CVI/Ave) of the average scale level were used to evaluate the internal consistency reliability and content validity of the satisfaction questionnaire. RESULTS The positive coefficients of the two rounds of experts were 96% and 100% respectively, the degree of expert authority was 0.77 and 0.80, respectively, and the degree of expert coordination was 0.312 and 0.364 respectively. According to the experts' opinion, the indicators were modified, deleted and merged to form the satisfaction questionnaire with 3 first-level indicators, 8 second-level indicators, and 12 third-level items, the Cronbach's α coefficient and the S-CVI/Ave of the satisfaction questionnaire were 0.896 and 0.939, respectively. CONCLUSION The satisfaction questionnaire based on the Delphi method is reasonable and reliable, and it is suitable for the investigation of hospitalized patients' satisfaction with clinical pharmacy services.