- 學位論文
在優良運銷規範（GDP）下應用IPA模式進行醫藥配送服務品質之研究
Research on the quality of medicine distribution service using IPA model under GDP
摘要
依內政部國家發展委員會中華民國人口推估2022年報告指出台灣已於2018年正式邁入高齡社會，預估2025年65歲以上人口佔比將超過20%（468萬人），隨著人口老化，以及高科技醫療的發展，醫療費用日益高漲以及全民健保的實施，在民眾對基本醫療服務的可近性得到保證後，進一步對其他醫療服務的需求增加，對醫療服務品質保證的訴求也愈高，凸顯醫療可近性及即使性的重要。 政府為維護病患用藥安全及確保藥品出廠後之品質，食藥署自100年開始推動藥品實施優良運銷規範（Good Distribution Practice，GDP），並於104年7月16日公告「西藥藥品優良製造規範(第三部：運銷)」生效。實施GDP的目的是確保藥品在儲存及運輸過程中，其品質及包裝完整性得以維持，在合理時間正確運送藥品，並防止偽禁藥進入藥品供應鏈，保障民眾用藥安全。 醫藥物流被視為醫療行為的延伸，相對於一般產品運銷過程，使用的物流，稱一般物流服務，而配合醫藥品之特殊性且被視為醫療行為的延伸，受相關法規監督的物流行為。 為瞭解醫院、診所、藥局等對於目前醫藥物流配送服務業者所提供之服務進行重要程度及滿意程度，本研究以問卷為工具，收集有效問卷資料統計彙整，使用IPA進行排序，分析服務品質。 研究結果發現，醫藥物流業者所提供之服務中，「即時貨況追蹤系統操作簡便」是最需要改善的項目。次要改善項目分別為「配送人員的醫藥物流專業知識充足」、「貨件配送時間準時不延遲」、「貨件退貨服務快速且便捷」、「提供貨件代收貨款服務很便捷」、「配送人員的服務態度親切和善」、「配送人員的服裝儀容乾淨整潔」、「配送車輛的車體外觀清潔美觀」等。相關節就發現將可作為醫藥物流業者做為未來營運模式制定及修正之相關參考。
並列摘要
According to the 2022 report of the National Development Commission of the Ministry of the Interior, Taiwan has officially entered the aging society in 2018, and it is estimated that the proportion of the population over 65 years old will exceed 20% (4.68 million) in 2025. As the population ages , and the development of high-tech medical care, rising medical costs and the implementation of universal health insurance, after the people's accessibility to basic medical services is guaranteed, the demand for other medical services will further increase, and the demand for quality assurance of medical services will also increase. High, highlighting the importance of medical accessibility and immediateness. In order to maintain the drug safety of patients and ensure the quality of medicines after leaving the factory, the Food and Drug Administration has been promoting the implementation of Good Distribution Practice (GDP) since 2010, and announced on July 16, 2014 that "Good Manufacturing of Western Medicines Regulations (Part III: Transportation and Marketing)" came into force. The purpose of implementing GDP is to ensure that the quality and packaging integrity of medicines are maintained during storage and transportation, and that medicines are delivered correctly at a reasonable time, and to prevent counterfeit banned medicines from entering the medicine supply chain, so as to ensure the safety of medicines for the public. Pharmaceutical logistics is regarded as an extension of medical behavior. Compared with the general product distribution process, the logistics used is called general logistics service, and it is regarded as an extension of medical behavior in accordance with the particularity of pharmaceuticals. Logistics behavior supervised by relevant laws and regulations. In order to understand the importance and satisfaction of hospitals, clinics, and pharmacies for the services provided by current pharmaceutical logistics and distribution service providers, this study uses questionnaires as a tool to collect statistical data from valid questionnaires, use IPA to sort them, and analyze service quality. The results of the study found that among the services provided by pharmaceutical logistics companies, "easy operation of the real-time tracking system" is the item most in need of improvement. The secondary improvement items are "the delivery personnel have sufficient professional knowledge in pharmaceutical logistics", "the delivery time of the goods is punctual and not delayed", "the return service of the goods is fast and convenient", "it is very convenient to provide the payment collection service for the goods", " The service attitude of the delivery personnel is kind and friendly", "the clothing of the delivery personnel is clean and tidy", "the appearance of the delivery vehicle is clean and beautiful", etc. Relevant links are found to be used as relevant references for pharmaceutical logistics companies to formulate and revise their future operating models.