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基于Kano理论的我国社会药房药学服务优化研究
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| 篇名： | 基于Kano理论的我国社会药房药学服务优化研究 |
| TITLE： | Research on the optimization of pharmaceutical care in Chinese social pharmacy based on Kano theory |
| 摘要： | 目的 辨析社会药房药学服务需求层级与具体内涵，为我国社会药房优化药学服务提供建议。方法以Kano理论为分析框架，通过文献梳理识别消费者对社会药房药学服务不同层级的需求，并根据不同层级需求内容与特点，提出我国社会药房药学服务优化的思路与建议。结果与结论我国社会药房药学服务需求分为3个层级，基本型需求包括确保药品的可及、安全及有效；期望型需求包括个性化的用药指导与用药管理、便捷高效的远程购药与服务；魅力型需求包括健康服务与管理、专业优质的服务体验。社会药房应以药品保障为核心，实现优质优价，充分满足基本型需求；以患者用药管理为抓手，专业服务与模式创新双驱动，全面响应期望型需求；以公众健康为目标，拓宽服务内容与体验价值，适时满足消费者的魅力型需求。 |
| ABSTRACT： | OBJECTIVE To identify the demand levels and specific connotations of pharmaceutical care in social pharmacy based on Kano theory， and to provide suggestions for the optimization of pharmaceutical care in Chinese social pharmacy. METHODS Using Kano theory as the analysis framework， the needs of consumer for different levels of pharmaceutical care in social pharmacy were identified through literature combing. The ideas and suggestions were proposed for the optimization of pharmaceutical care in Chinese social pharmacy based on the content and characteristics of different levels of needs. RESULTS & CONCLUSIONS The demands for pharmaceutical care in Chinese social pharmacy were divided into three levels， among which the basic demand included ensuring the accessibility， safety and effectiveness of drugs； the expectation demand included personalized medication guidance and management， convenient and efficient medication purchasing services triggered by consumer upgrading； the charming demand included health services and management， professional and high-quality service experience. Social pharmacies should take drug security as the core， achieve high quality and good price， and fully meet basic demand； take patient medication management as the grip， conduct double-drive professional services and model innovation to fully respond to expectation demand； take public health as the goal， broaden service content and experience value， and meet the charming demand of consumer at the right time. |
| 期刊： | 2023年第34卷第02期 |
| 作者： | 茅颜祺；谢士钰；田侃 |
| AUTHORS： | MAO Yanqi，XIE Shiyu，TIAN Kan |
| 关键字： | 社会药房；药学服务；服务优化；Kano理论 |
| KEYWORDS： | social pharmacy； pharmaceutical care； service optimization； Kano theory |
| 阅读数： | 283 次 |
| 本月下载数： | 8 次 |
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