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基于消费者视角的成都市社会药房电子处方及远程药学服务实施现状和效果的调查分析
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| 篇名： | 基于消费者视角的成都市社会药房电子处方及远程药学服务实施现状和效果的调查分析 |
| TITLE： | Investigation and Analysis of the Implementation Status and Effect of Electronic Prescription and Remote Pharma- ceutical Care in Social Pharmacy from the Perspective of Consumers |
| 摘要： | 目的：从消费者视角评价社会药房电子处方及远程药学服务试点现状和实施效果，为完善和优化社会药房电子处方及远程药学服务提供参考。方法：随机抽取成都市6个区县、36家药店的264位消费者进行问卷调查，采用SPSS23.0软件对问卷调查结果进行描述性统计，并基于χ2检验和有序多分类Logistic回归分析比较各种影响因素在消费者满意度中的分布和差异；随机选取接受过该项服务的消费者进行半结构访谈，通过Nvivo12.0软件进行文本分析以提炼该服务存在的问题。结果：本次研究共向成都市各区消费者发放问卷271份，回收有效问卷264份，有效回收率为97.4％。264名受访者中，有178位（67.9％）对电子处方及远程药学服务有所了解；有197位（74.6％）在药店接受过电子处方及远程药学服务；有202位（76.5％）表示对该项服务有需求，且有63位（23.9％）表示愿意为此服务付费。197位接受过该项服务的受访者中，有163位（82.2％）对使用体验表示满意或十分满意，仅有1位（0.5％）对该项服务表示不满意；其中，等待时间、购药需求的满足程度、工作人员态度、服务平台配置、远程执业医药师的资质和服务质量是主要的满意度影响因素，且该项服务还存在电子处方流转难、服务监管措施不足、医师和药师资质证明不足、文化堕距、服务流程不规范等问题。结论：社会药房电子处方及远程药学服务在技术水平、制度设计和社会认同上仍有所不足，建议相关部门实施鼓励政策，进行技术优化；及时跟进配套政策，加强监管；加大社会宣传和监督，促进社会药房电子处方及远程药学服务不断进益并长效发展。 |
| ABSTRACT： | OBJECTIVE：To evaluate the current situation and implementation effect of the pilot project of electronic prescription and remote pharmaceutical care in social pharmacy from the perspective of consumers ，and to provide reference for improving and optimizating the electronic prescription and remote pharmaceutical care in social pharmacy. METHODS ：Totally 264 consumers in 6 counties and 36 drugstores of Chengdu were randomly selected for the questionnaire survey. Descriptive statistics were conducted by using SPSS 23.0 software. Compare the distribution and differences of various. The influential factors in consumer satisfaction based on χ2 test and ordinal multiple Logistic regression analysis. Consumers were randomly selected for semi-structured interviews. Text analysis was conducted by Nvivo 12.0 software to refine the problem of this service . RESULTS ：A total of 271 questionnaires were distributed to consumers in various districts of Chengdu ，and 264 valid questionnaires were collected，with an effective recovery rate of 97.4％. Among 264 respondents，178（67.9％）knew about electronic prescription and remote pharmaceutical care ；197（74.6％）received electronic prescription and remote pharmaceutical care service in pharmacies ； 202（76.5％）said they needed this service ，and 63（23.9％）expressed that they would like to pay for it. Of the 197 respondents who had received the service ，163（82.2％）were satisfied or very satisfied with the service ，and only one （0.5％）was dissatisfied with the service. Waiting time ，satisfaction of drug demand ，staff attitude ，service platform configuration ，the qualifications of tele-practice pharmacists and service quality were the main influential factors of satisfaction ；while the service also suffered from difficulties in electronic prescription circulation ，inadequate service monitoring measures ，insufficient certification of physicians and pharmacists，cultural lag ，and irregular service processes. CONCLUSIONS ：Electronic prescription and remote pharmaceutical care service in social pharmacy is inadequate in terms of technical level ，institutional design and social acceptance. It is recommended that relevant departments implement incentive policies ，optimize technology ；follow up supporting policies in time ，strengthen supervision；and increase social publicity and supervision ，so as to promote the continuous improvement and long-term development of electronic prescription and remote pharmaceutical care in social pharmacy. |
| 期刊： | 2021年第32卷第04期 |
| 作者： | 许越，卢家明，王静，宋钰珺，尹善美，胡明 |
| AUTHORS： | XU Yue，LU Jiaming ，WANG Jing，SONG Yujun，YIN Shanmei ，HU Ming |
| 关键字： | 社会药房；电子处方；远程药学服务；消费者满意度；问卷调查；半结构访谈；成都 |
| KEYWORDS： | Social pharmacy ；Electronic prescription ；Remote pharmaceutical care ； Consumer satisfaction ；Questionnaire； |
| 阅读数： | 312 次 |
| 本月下载数： | 11 次 |
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