社區藥局藥事服務滿意度及民眾選擇社區藥局決策因素之探討

Study on the Satisfaction of Pharmacy Service by Community Pharmacy and Factors Determining Public’s Selections of Community Pharmacy

陳藝文(Yi-Wen Chen)

指導教授 ： 詹道明 ； 林孟彥

高雄醫學大學/藥學院/藥學研究所碩士在職專班/碩士(2007年)

https://doi.org/10.6832/KMU.2007.00085

摘要

由於現代藥局多角化的經營模式，民眾到藥局不再只是購買醫療用品及藥物，一般的民生用品，例如：奶粉、飲品都可能在藥局就買得到。這樣的模式之下，社區藥局藥師與民眾接觸機會愈來愈頻繁，專業的藥師角色，其提供的專業服務，對於民眾是非常重要的！
基於上述，本研究選定與民眾生活不可分離的「社區藥局」作為研究探討對象，透過對慢性病患或其親友持慢性病處方箋到優良的社區健保藥局領藥或代為領藥，經過藥師提供用藥資訊或藥物諮詢等專業服務後，研究其對於社區藥局整體藥事服務滿意程度。同時，探討影響民眾選擇社區藥局之決策因素，最後提出結論，以作為社區藥局未來經營及提供服務時參考。
在藥事服務滿意度，我們將其分為技術能力、解釋、關懷、領藥、環境、整體滿意度共六個構面。整體而言，民眾對於社區藥局在各構面的服務大多感到滿意。而在不考慮「整體滿意度」的構面下，其滿意程度較高的前三名分別為：「領藥面」，平均值4.27；「解釋面」，平均值4.21；技術能力面，平均值4.15。
另外，在選擇社區藥局決策因素，我們則是以口碑推薦、地點方便性、藥師專業服務、社區藥局、時間、金錢及習慣共五個構面作探討。而民眾在選擇社區藥局考量構面之重要程度較高的前三名分別為：「藥師專業服務」，平均值4.49；「時間金錢及習慣」，平均值4.32；社區藥局，平均值4.17。
本研究結果顯示，受訪者本身有無習慣至固定配合的社區藥局，領取慢性病連續處方箋，其對於藥事服務滿意度有顯著相關。而民眾選擇決策因素，與當初政府、學者所提倡的釋出利多相符，實為民眾所需！

關鍵字

社區藥局 ； 藥事服務 ； 滿意度

並列摘要

Modern pharmacies tend to run multiple businesses. People no longer visit a pharmacy only for medical appliances, drugs or medicines. They can also get daily commodities, for example, milk powder and drinks. Under such business model, frequent opportunities for pharmacists at community pharmacies and general public to contact occur. It is crucial for the general public at the moment that professional pharmacists are able to provide professional services.
Based on the above statement, this paper chooses “community pharmacy”, which is inseparable from the public’s daily life, as the subject for discussions. Meanwhile, factors influencing the public’s choice of a community pharmacy are discussed. Satisfaction on the overall pharmaceutical services at a community pharmacy is surveyed through receiving medicines by chronic patients or their family members or friends holding chronic prescriptions; and professional services such as information of medicine application or medicine consultation provided by pharmacists. Finally, conclusions are proposed to be reference for the operations and services of community pharmacies.
In terms of pharmaceutical service satisfaction level, it is divided into 6 dimensions including “technical competence”, “interpretation”, “care”, “medicine claim”, “environment”, and “overall satisfaction level”. The public is generally satisfied with services in each dimension. With the “overall satisfaction level” dimension excluded, the top 3 with higher satisfaction level are “medicine claim” with a mean value of 4.27 , “interpretation” with a mean value of 4.21, and “technical competence” with a mean value 4.15.
In addition, discussions on community pharmacy decision factors are made in 5 dimensions including “reputation-based recommendation”, “location convenience”, “professional pharmacist service”, “community pharmacy”, and “time/money/habit”. Top 3 dimensions of higher importance level for community pharmacy selection by public include: “professional pharmacist service” with a mean value of 4.49, “time/money/habit” with a mean value of 4.32, and “community pharmacy” with a mean value of 4.17.
The results of this study suggest that a positive significance is shown for correlation between the interviewees who go to a fixed community pharmacy for getting chronic consecutive prescriptions and the satisfaction degree of pharmaceutical services. The factors for people to determine going to a pharmacy are consistent with the benefits proposed and released by the government and scholars.

並列關鍵字

Community Pharmacy ； Pharmaceutical Service ； Satisfaction

參考文獻

一、中文文獻

1.中央健康保險局，http://www.nhi.gov.tw，下載日期：2007年3月2日。

2.何蘊芳（2004），「慢性病連續處方箋釋出成效之探討與推廣」，行政院衛生署九十三年度科技研究發展計畫報告書(DOH93-TD-D-113-003)。

3.余萬能（1995），「醫藥分業規劃與社區藥局展望」，健全醫療體系與加強轉導社區藥局－推動醫藥分業計劃模型藥局組報告書，衛生署。

4.沈麗娟等譯（1993），「優良藥事作業規範，勞工保險特約藥局標準及保險藥局作業規範」，台北市勞委會。