国内外药学服务满意度测评现状评述

目的：梳理及分析国内外药学服务满意度测评现状,为改进、规范满意度测评研究提供参考。方法：采用文献研究和系统归纳法,界定药学服务满意度的概念,从影响因素、评价指标两个方面对国内外药学服务满意度测评现状进行了梳理,着重分析现有研究的不足之处,提出相应的意见建议。结果：目前国内外药学服务满意度测评没有规范统一的测评量表,测评主体不够客观、分析方法及调查实施过程有待改善。结论：将来药学服务满意度测评研究在测评框架构建、量表设计、指标选择,调查实施等方面应着重改善,以提高测评的客观性及有效性。

A commentary on the current situation of pharmaceutical care satisfaction evaluation in China and at abroad

OBJECTIVE To sort out the status quo of satisfaction evaluation of pharmacy service both in china and at abroad,and to provide a reference for improving and standardizing satisfaction evaluation of future researches.METHODS The literature review and system induction method were used to define the concept of pharmacy service satisfaction and analyze the status quo of the pharmacy service satisfaction evaluation in china and at abroad from the aspects of influencing factors and evaluation indexes.The shortcomings of the existing researches were analyzed and the corresponding suggestions were proposed.RESULTS At present,there was no standard assessment scale,the main body evaluation was not objective,analysis methods and investigation of the implementation process needed to be improved.CONCLUSION Future satisfaction evaluation research should be improved in the evaluation framework construction,questionnaire design,index selection,investigation and implementation to promote the objectivity and effectiveness of the evaluation.