雲林縣四市鎮民眾對社區健保藥局之藥師服務品質滿意度調查

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標題:	雲林縣四市鎮民眾對社區健保藥局之藥師服務品質滿意度調查 The Satisfaction Survey of Pharmacists Service Quality of Community Pharmacy From Four Townships of Yunlin County
作者:	洪弘參
貢獻者:	藥學系劉國盛黃秀琴
關鍵字:	雲林縣社區健保藥局藥師服務品質滿意度調查 Yunlin County Community Pharmacy Pharmacist Service Quality Satisfaction Survey
日期:	2018
上傳時間:	2019-02-27 16:49:58 (UTC+8)
摘要:	自從全民健康保險開辦至今，病人至健保特約藥局領藥之習慣漸漸改變；另外，政府推廣並鼓勵醫院釋出處方箋給社區健保特約藥局調劑，使得民眾到健保特約藥局領藥的人數逐年增加，因此社區健保特約藥局之經營，不僅維繫國人健康，也是當今重要的社會課題。而藥局之經營除提供優質之藥事與諮詢服務外，藥局內外部之各項陳設及空間配置，亦不容忽視。為理解民眾對社區健保藥局經營之認知與評價，尤其針對藥師專業服務，以及藥局內部與外部各項配置等滿意情形，本研究以雲林縣斗六市、虎尾鎮、土庫鎮及斗南鎮等四市鎮之社區健保藥局為對象，採問卷調查方式進行分析與探討，希冀藉此提供社區藥局藥師作為改善服務品質之參考依據。本研究經人體試驗委員會核可後，選取雲林縣斗六市、虎尾鎮、土庫鎮及斗南鎮等四市鎮各6家之社區健保藥局，共發放500份問卷進行調查，回收問卷數405份 (回收率81.0%)，經整理後有效問卷數共363份 (有效問卷占回收率的89.6%)，無效問卷數有42份 (無效問卷占回收率的10.4%)。將363份有效問卷以SPSS /12.0統計軟體進行資料分析，並依研究變項(如年齡、性別、教育程度、職業、處方箋相關事項、藥局內部配置及藥師專業服務等) 進行描述性統計、獨立樣本t檢定、ANOVA多項式迴歸，以及單因子變異數執行檢定分析。調查結果顯示，雲林縣四市鎮363位民?對24家社區健保藥局之招牌標示、交通停車及內部各項配置皆有82%以上之滿意度；而對藥師各項專業服務品質之滿意度也超過80%以上，顯示該地區藥師在經營社區健保藥局，除提供民眾優質的專業服務品質外，對於藥局內外部之各項擺設與配置皆能善盡規劃，讓民眾至藥局得以享受舒適的消費環境與貼心的專業藥事諮詢服務。本研究經次序羅吉特模型參數較估結果，性別對回饋贈品滿意度的影響並不顯著。如以學歷之比較基準組為研究所以上，小學、國中、高中、大專對回饋贈品的滿意度顯著較研究所以上為高，其可能原因為研究所以上教育程度為高，對贈品要求與需求不重視。在職業的影響上，如以職業之比較基準組為教師，其農業、服務業及勞工在回饋贈品的滿意度顯著較教師為低，其可能原因為教師對社區藥局有回饋小贈品時，會有禮貌性的感謝。 The national health insurance system was started. The patient's prescriptions were sent to the community pharmacy to receive the drug. The number of people receiving drug from the community to the community pharmacy increased year by year. Therefore, the operation of the community pharmacy became important.The purpose of the study was to conduct community surveys on the configuration of community pharmacies and the satisfaction of pharmacist professional services by community pharmacies in Douliu City, Huwei Town, Tuku Town, and Dounan Township. As a result of the study, 500 questionnaires were distributed, 405 questionnaires were returned (81.0% recovery rate), and 363 valid questionnaires were completed (effective questionnaires accounted for 89.6% of the recovery rate), and 42 invalid questionnaires (invalid questionnaires accounted for 10.4% of the recovery rate). 363 valid questionnaires were analyzed by SPSS 12 statistical software, and research was conducted on age, gender, education level, occupation, prescription-related matters, pharmacy internal configuration and pharmacist professional services, descriptive statistics, independent sample T-test, ANOVA. Polynomial regression and single-factor variance analysis were performed. As a result, the 363 people had a satisfaction of 82% or more in the signage of the community pharmacy, traffic parking, and internal configuration. The degree of satisfaction with pharmacists' professional service quality also has a satisfaction rate of more than 80%. As a result, pharmacists provide professional service quality that is satisfactory to the public in the community pharmacy bureau. The results of this study show that gender has no significant effect on satisfaction. The satisfaction of giving gifts to primary schools, middle schools, high schools and colleges is significantly higher than that of the institutes. The reason is that the education level above the research institute is high, and the requirements and needs of gifts are not taken seriously. The satisfaction of giving back gifts in agriculture, service industry and labor is significantly lower than that of teachers. The possible reason is that teachers will politely thank the community pharmacies for giving back small gifts.
關聯:	電子全文公開日期：2020-09-30，學年度：106， 87頁
顯示於類別:	[藥學系(所)] 博碩士論文

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