SERVPERF模型用于深圳市某社区医院药学服务质量评价效果分析OA
Analysis of the Effectiveness of SERVPERF Model in Evaluating the Quality of Pharmaceutical Services in a Community Hospital in Shenzhen
目的 针对性增强社区医院药学服务能力.方法 检索 1974 年至 2024 年中国知网、PubMed 数据库收录的相关文献,基于SERVPERF 模型构建医疗联合体下深圳市某社区医院药学服务评价体系,以该院患者及医务人员为研究对象,采用双维度重复横断面调查法开展问卷调查(线上+线下),收集两类人群 2024 年 9 月基线数据,并从有形性、可靠性、响应性、保证性、移情性 5 个维度评价,采用层次分析法结合熵权法组合赋权法计算总体感知质量 SP 值,据此制订药学服务质量提升措施并执行,2025 年 2 月收集执行后数据,通过 SP 变化情况评估改进效果.结果 共发放问卷 500 份,有效回收 435 份,有效回收率 87.00%.除患者方面的药房空间布局合理性外,其余各项药学服务指标的 SP 值均呈上升趋势,其中药学服务的可靠性和响应性维度ΔSP 分别居患者和医务人员之首.改进后,调查对象药学服务总体 SP 显著提升,其中患者、医务人员加权ΔSP 分别为 9.40%和 8.40%(P<0.05).结论 SERVPERF 模型通过动态反馈机制可系统性提升社区医院药学服务质量,为分级诊疗政策下的基层医院药学服务能力建设及医疗资源优化提供实证支持.
Objective To targetedly enhance pharmacy service capability in community hospitals.Methods Relevant literature published from 1974 to 2024 were retrieved from CNKI and PubMed databases,and a pharmaceutical service evaluation system for a community hospital in Shenzhen was constructed under a medical consortium based on the SERVPERF model.Patients and medical staff of the hospital were selected as the research subjects,and a questionnaire survey was conducted using a two-dimensional repeated cross-sectional survey method(online+offline)to collect baseline data from the two populations in September 2024.The evaluation was conducted from five dimensions:tangibility,reliability,responsiveness,assurance,and empathy.The analytic hierarchy process combined with entropy weight method was adoped to calculate the overall perceived quality SP value.Based on these results,measures to improve the quality of pharmaceutical services were formulated and implemented.Data was collected after implementation in February 2025,and the improvement effect was evaluated through changes in SP.Results A total of 500 questionnaires were distributed,and 435 were effectively collected,with an effective response rate of 87.00%.Except for the rationality of pharmacy space layout in terms of patients,the SP values of other pharmaceutical service indicators showed an upward trend,with the reliability and responsiveness dimensions ΔSP of pharmaceutical services ranking first among patients and medical staff,respectively.After the improvement,the overall SP of pharmaceutical services of the respondents was significantly increased,with the weighted ΔSP of patients and medical staff being 9.40%and 8.40%,respectively(P<0.05).Conclusion The established SERVPERF model can systematically improve the quality of pharmaceutical services in community hospitals through a dynamic feedback mechanism,providing empirical support for the construction of pharmaceutical service capabilities and optimization of medical resources in primary hospitals under the hierarchical diagnosis and treatment policy.
张裕;李晓丹;梁燕文;何志坚;刘义;邹丽宜
广东医科大学药学院,广东 东莞 523808广东省深圳市龙华区人民医院,广东 深圳 518109广东医科大学药学院,广东 东莞 523808广东医科大学海洋与热带医学学院,广东 湛江 524023广东医科大学海洋与热带医学学院,广东 湛江 524023广东医科大学药学院,广东 东莞 523808
医药卫生
社区医院SERVPERF模型药学服务质量评价医药协同服务
community hospitalSERVPERF modelpharmacy servicequality evaluationpharmaceutical synergy services
《中国药业》 2026 (18)
16-20,5
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