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首页> 外文期刊>Journal of the American Pharmaceutical Association: APhA >Patients' expectations and their satisfaction with pharmacy services.
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Patients' expectations and their satisfaction with pharmacy services.

机译：患者的期望及其对药房服务的满意度。

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OBJECTIVE: To identify whether prior experiences, ideal referents, or market-based expectations affect patients' satisfaction with pharmacy services. DESIGN: Ambulatory pharmacy patients were randomly assigned to groups receiving one of three surveys. Each survey varied by the type of expectation (independent variable) used to measure expectations for satisfaction with pharmacy services. We used regression analysis to evaluate the three different expectation measures in the satisfaction model. Each regression consisted of the same dependent variable (patient satisfaction). Each survey contained one type of expectation measure (independent variable): prior experiences, ideal referents, and market-based expectations. RESULTS: We received 315 evaluable surveys by mail (47% response rate). All three regression models were statistically significant; however, the independent variables in the models differed. CONCLUSION: Cognitive services are best evaluated from the patient's perspective by asking him or herhow the services compare with what they should be (i.e., ideal referent). Tangible aspects of the services, such as informational leaflets or wait time, are best evaluated by asking patients how recent experiences compare with past experiences. Therefore, satisfaction surveys should be designed to specifically assess the type of services provided by the pharmacy.
机译：目的：确定以前的经验，理想的参考对象或基于市场的期望是否会影响患者对药房服务的满意度。设计：门诊药房患者被随机分为接受三项调查之一的组。每次调查因用于评估对药房服务满意度的期望（独立变量）的类型而异。我们使用回归分析来评估满意度模型中的三种不同的预期测度。每个回归由相同的因变量（患者满意度）组成。每个调查都包含一种类型的期望度量（独立变量）：以前的经验，理想的参考对象和基于市场的期望。结果：我们通过邮件收到了315份可评估调查（回复率为47％）。所有三个回归模型均具有统计学意义。但是，模型中的自变量不同。结论：最好从患者的角度评估认知服务，方法是询问他或她服务与实际服务的比较（即理想的参考对象）。通过询问患者最近的经历与过去的经历相比，可以最好地评估服务的有形方面，例如信息传单或等待时间。因此，满意度调查应设计为专门评估药房提供的服务类型。

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