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基于Kano模型的药学门诊服务需求调研及影响因素分析
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| 篇名： | 基于Kano模型的药学门诊服务需求调研及影响因素分析 |
| TITLE： | Analysis of the demands for pharmaceutical clinic service and influential factors based on Kano model |
| 摘要： | 目的 探讨药学门诊服务需求特征及其影响因素，为优化药学服务模式、促进药师服务模式转型提供依据。方法采用横断面调查设计，通过便利抽样法选取2025年2－5月复旦大学附属肿瘤医院的410名门诊患者作为研究对象进行问卷调查。运用Kano模型分析25项药学服务项目的需求属性，并评估患者对药学门诊的了解情况及药学门诊服务的需求现状。对患者性别、年龄、文化程度及经济负担等关键人口学变量进行亚组分析，系统考察各亚组患者在Kano属性分类上的差异。结果患者对药学门诊的了解率仅为14.63%，但了解者的药学门诊服务需求率较不了解者更高（P＜0.001）。药学门诊服务需求呈现层次性特征，12项为魅力属性（如提供更便宜的治疗方案建议、有网上咨询服务等），5项为期望属性（如态度良好，能够耐心解答患者问题等），3项为必备属性（如提供药品用法用量指导、提供用药注意事项指导等），5项为无差异属性（如根据患者病情提供治疗方案建议等），逆向属性0项。亚组分析结果显示，女性患者较男性更关注“着装干净整洁”（P＜0.001），＜60岁患者对“根据患者病情提供治疗方案建议”的需求强度大于≥60岁患者（P＝0.016），高中以下学历患者比高中及以上学历患者更重视“提供用药注意事项指导”（P＝0.011），经济负担较小的患者比负担较大的患者对“着装干净整洁”表现出更强的需求倾向（P＝0.002）。结论药学门诊的公众了解率偏低，但了解者的药学门诊服务需求显著增加。用药安全相关药学服务与便捷性需求是药学门诊建设中应优先改进的方向；性别、年龄、文化程度及经济负担等因素均对患者的药学门诊服务需求有显著影响。 |
| ABSTRACT： | OBJECTIVE To explore the characteristics and influential factors of pharmaceutical clinic service demands， providing evidence for optimizing pharmaceutical service models and facilitating pharmaceutical service models of pharmacist role transformation. METHODS A cross-sectional survey design was adopted， and 410 outpatient participants were selected from Fudan University Shanghai Cancer Center through convenience sampling for questionnaire administration from February to May 2025. Kano model was applied to analyze the demand attributes of 25 pharmaceutical services， while questionnaires were used to assess patients’ awareness and demand status. Subgroup analyses were conducted based on key demographic variables such as gender， age， educational attainment， and economic burdens， to SACA- systematically examine the differences in Kano attribute classification among patients in each subgroup. RESULTS The awareness rate of pharmaceutical outpatient services among patients was only 14.63%， yet those who were aware demonstrated a significantly higher demand rate for such services compared to those who were unaware （P＜0.001）. The demand for pharmaceutical clinic services exhibited a hierarchical characteristic： twelve items were identified as attractive attributes （e. g.， providing suggestions for more affordable treatment options， offering online consultation services， etc.）， five items as expected attributes （e.g.， having a good attitude and being able to patiently answer your questions， etc.）， three items as must-have attributes （e.g.， providing guidance on medication dosage and usage， providing guidance on medication precautions， etc.）， five items as indifferent attributes （e.g.， providing treatment plan recommendations based on the patient’s condition）. There were zero items classified as reverse attribute. Subgroup analysis revealed that female patients showed greater concern for “neat and clean attire of medical staff” than male patients （P＜0.001）； patients under 60 years of age demonstrated stronger demand for “providing treatment plan recommendations based on patients’ conditions” compared to patients aged 60 or above （P＝0.016）； those with below high school education placed greater emphasis on “providing guidance on medication precautions” compared to those with a high school education or above （P＝0.011）； patients with lower economic burdens exhibited stronger preferences for “neat and clean attire of medical staff ” （P＝0.002）. CONCLUSIONS The public awareness rate of pharmaceutical clinic services is considerably low； however， those who are aware of such services demonstrate significantly higher demand. The medication safety-related services and convenience-oriented demands should be prioritized in the development of pharmaceutical clinics. Moreover， the study also revealed that factors such as gender， age， educational level， and economic burdens exert significant influences on patients’ service demands. |
| 期刊： | 2025年第36卷第22期 |
| 作者： | 单瀚；叶璇；郭子寒；吴静；胡锦炜；童晓佩；宾雨飞；刘继勇；杜琼；王萌萌 |
| AUTHORS： | SHAN Han，YE Xuan， GUO Zihan，WU Jing，HU Jinwei，TONG Xiaopei，BIN Yufei，LIU Jiyong，DU Qiong，WANG Mengmeng |
| 关键字： | 药学门诊；Kano模型；药师服务；患者需求 |
| KEYWORDS： | pharmaceutical clinic； Kano model； pharmacist services； patient’s demands |
| 阅读数： | 6 次 |
| 本月下载数： | 0 次 |
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