現代社會快速變遷，國民教育提升，近年來民眾追求良好的生活品質和講求種種便利性的趨勢下，社區藥局為了達到服務社區民眾，大都呈現多角化的經營方式；社區藥師的專業角色也從原本僅是以調劑藥品轉換成為以服務關懷社區民眾為目標導向。基於上述之背景，本研究的目的為希望透過問卷調查方式了解桃園市桃園區民眾到某社區藥局（簡稱該藥局）領取處方箋藥品時對藥局整體觀感之滿意度及藥師專業形象與服務之滿意度等之相關問題，以提升該藥局之服務品質。
本問卷於該藥局共發放512份，問卷全數回收。將獲得的有效問卷進行資料建檔及以SPSS12套裝軟體進行描述性與單因子變異分析。結果顯示在藥局整體觀感滿意度方面，除了第四項民眾到該藥局停車方便性之滿意及非常滿意度加總達86.9%以外，其餘各項問題，民眾之滿意及非常滿意度的加總皆達到99.0%以上。在藥師專業形象及服務滿意度方面，結果顯示民眾滿意度各項皆高達99.6%以上。
本研究將所得藥局整體觀感和便利性的滿意度以及藥師專業形象和服務品質的滿意度統計之成果提供予該藥局，期望能更加了解社區民眾的需求以及所需要的服務，讓民眾能獲得更好的藥事照護和醫療品質。 With the rapid changes of modern society, and the improvement of national education, there is a trend for people to pursue the quality of life and all kinds of convenience in recent years. Most of the community pharmacies have presented diversified management methods to serve the people in the communities. The professional role of community pharmacists has also lifted from dispensing drugs to service-oriented goal by caring about the community people. Based on the above background, the purpose of this study was to understand the satisfaction of general feeling to the pharmacy and the professional image and services of pharmacists for the residents in Taoyuan District, Taoyuan City when they went to a community pharmacy (hereinafter referred to as the pharmacy) for receive prescription drugs. We will provide the results for the pharmacy to improve their service quality.
A total of 512 questionnaires were issued to the pharmacy, and all the questionnaires were collected. We filed and analyzed the collected questionnaires by descriptive and one-way analysis of variance with SPSS12 software. The results showed satisfaction degree for overall perception of the pharmacy, except for the fourth item, the total degree of being satisfied and being highly satisfied with the convenience of parking at the pharmacy reached more than 86.9%; as for the other matters, the total degree of being satisfied and being highly satisfied reached more than 99.0%. The results showed that satisfaction degree of the people for the professional image and service of the pharmacists reached more than 99.6%.
In this study, the results of satisfaction of the general feeling and convenience of the pharmacy, as well as the professional image and services of pharmacists will provide to the pharmacy. We hoped that the pharmacist could better understand the needs and the services required of the community people so that the people can get better pharmaceutical care and medical quality.
