بررسی رضایت‌مندی بیماران از خدمات داروخانه‌ها در دوران همه‌گیری کووید 19

اخوان خرازیان, مریم; دادبه, شیوا

بررسی رضایت‌مندی بیماران از خدمات داروخانه‌ها در دوران همه‌گیری کووید 19

نوع مقاله : مقاله پژوهشی

نویسندگان

¹ استادیار گروه مدیریت دولتی دانشگاه شهید بهشتی، تهران، ایران

² کارشناس ارشد مدیریت بازرگانی دانشگاه شهید بهشتی، تهران، ایران

چکیده

با توجه به گسترش کووید 19 و اهمیت مصرف دارو در این دوران، در اوایل دوران گسترش کووید 19 به‌دلیل ناشناخته بودن بیماری، ممکن بود بیماران در سطح شهر با کمبود دارو مواجه شوند. به همین دلیل این پژوهش به بررسی رضایتمندی بیماران از خدمات داروخانه‌ها پرداخته است. از سوی دیگر، پژوهش‌هایی که در این حوزه صورت گرفته بود، معمولاً میزان انتظارات، ارتباط با داروساز، امکانات فیزیکی، بسته‌بندی دارو و حیطه مشاوره را به‌صورت مجزا مورد بررسی قرار داده‌اند. در آن مطالعات بیشتر به حوزه ارتباط با داروساز و مشاوره پرداخته شده است. مطالعه حاضر بر روی بیمارانی که به داروخانه‌های سطح شهر تهران، بین بازه سال‌های 1399 تا 1400 تا قبل از واکسیناسیون مراجعه کرده‌اند است. پرسشنامه‌ای برای بررسی میزان رضایتمندی بیماران از مشاوره داروسازان در داروخانه‌ها طراحی شد. اطلاعات بیماران مانند جنسیت، تحصیلات، تأهل، و غیره از پرسشنامه استخراج شد. برای سنجش روایی پرسشنامه از شاخص CVR استفاده شده است. طبق نتایج مطالعه حاضر، میزان رضایتمندی بیمار با توجه به انتظارات، ارتباط با داروساز، امکانات فیزیکی، بسته‌بندی دارویی و حیطه مشاوره در دوران همه‌گیری کووید 19 تحت تأثیر عوامل فوق مورد تأیید قرار گرفتند. میزان رضایتمندی بیمار، از مشاوره داروسازان در داروخانه‌ها، نشان داد که با افزایش تحصیلات، ارتباط با داروساز کمتر می‌شد. همچنین میزان رضایتمندی بیمار از مشاوره داروسازان در داروخانه‌ها بر حسب دامنه انتظارات و مشاوره نشان داد که بیش‌ترین میزان رضایت بیماران به ترتیب مربوط به دریافت خدمات از داروساز و برچسب زدن دارو و بسته‌بندی است. میزان رضایت در زمینه ارتباط با داروساز و امکانات فیزیکی، به ترتیب مربوط به دسترسی به داروساز در مواقع نیاز و سیستم گرمایشی و سرمایشی داروخانه بود. بنابراین طبق نتایج این یافته‌ها، داروخانه‌های شهرستان تهران دارای سطوح مختلف رضایت از کیفیت خدمات داروخانه‌ای هستند.

کلیدواژه‌ها

20.1001.1.22286675.1401.13.51.3.6

موضوعات

بسته بندی دارویی

عنوان مقاله [English]

The Impact of Patients' Satisfaction (Level of Expectations, Communication with the Pharmacist, Physical Facilities, Drug Packaging and Consultations) from Pharmaceutical Services During the Covid-19 Pandemic

نویسندگان [English]

maryam Akhavan kharazaian ¹
shiva dadbeh ²

¹ Maryam Akhavan Kharazian Assistant Professor, Department Of governmental management Faculty of Management,Shahid Beheshti University, Tehran

² Business Management, Faculty of Management and Accounting, Shahid Beheshti University, Tehran, Iran

چکیده [English]

Considering the importance of the covid-19 issue due to the pandemic state and the high death rate, and also the fact that in Iran, patients and clients are less likely to have consulted the pharmacists, the level of satisfaction of covid-19 patients and their relatives with pharmacists' consultation and drug packaging is not clear as very few studies have been done in this field. The purpose of this study is to find the effect of pharmacist advice on the satisfaction of covid-19 patients. The present study was conducted on patients with covid-19 referring to pharmacies in Tehran province. A questionnaire was designed to check the level of patient satisfaction with the advice of pharmacists. Patient information such as gender, education, and marital status, type of insurance, drug packaging, and personality were extracted from questionnaire. According to the results of the present study, the level of patient satisfaction is confirmed to be influenced by the above parameters. Regarding the level of satisfaction of patients’ companions versus the educational status it is shown that there is a significant difference between the parameter of education and communication with the pharmacist, such that, with the increase in level of education, the communication with the pharmacist decreases. Considering the level of satisfaction of the companions receiving advice from pharmacists, regarding the range of expectations and advice, it is shown that the highest level of satisfaction in descending order, is related to receiving services from the pharmacist and drug labeling and packaging. The level of satisfaction related to the relationship with the pharmacist and the physical facilities, is assigned first to the pharmacist accessibility in times of need and next, to the air conditioning system of the pharmacy building. According to the results of these findings, pharmacies in Tehran acquire different levels of satisfaction with the quality of pharmaceutical services.

کلیدواژه‌ها [English]

Satisfaction
Pharmacists
Covid19
Pharmacy
Packing

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