| 摘要: |
| 目的:构建儿科药学门诊药师服务质量评价指标体系,为量化药师服务质量与药学门诊管理提供参考。方法:以结构过
程结果(SPO)模型为框架,结合文献分析法、半结构访谈法,初步拟定评价指标,运用德尔菲法进行指标修改与筛选,采用层次
分析法量化各级指标的权重与组合权重。结果:本研究共遴选了来自全国11 个省市多个地区的20 名三级甲等医院药学专家,
经第二轮函询,专家的权威系数为0. 850,肯德尔协调系数为0. 501, χ2 检验P<0. 05。最终,构建出三级指标评价体系,包含一
级指标3 个(过程指标权重占比最高),二级指标15 个(临床指标权重占比最高),三级指标52 个(药物治疗方案合理性评估结
果权重占比最高),该指标层也纳入了儿科特色指标,如收集患儿喂养信息、新生儿期病史、预防接种史等。结论:构建的儿科药
学门诊药师服务质量评价指标体系具有一定的权威性和科学性,可作为儿科药学门诊药师服务质量评价的量化工具。 |
| 关键词: 儿科药学门诊 药师 服务质量 结构过程结果模型 |
| DOI：doi:10.13407/j.cnki.jpp.1672-108X.2026.08.001 |
|
| 基金项目:基金项目:天津市医学重点学科建设资助项目,编号TJYXZDXK-3-016B。 |
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| Construction of Evaluation Index System for Service Quality of Pediatric Pharmacy-Managed Clinics Basedon Structure-Process-Outcome Model |
| Wang Yan, Tang Shihui, Zhang Yan, Gao Yan, Sun Yanyan |
| (Tianjin Children’s Hospital, Children’s Hospital, Tianjin
University, Tianjin 300134, China) |
| Abstract: |
| Objective: To construct the evaluation index system for service quality of pharmacists in Pediatric Pharmacy-Managed
Clinics, and to provide reference for assessing quality of pharmaceutical care and optimizing management of pharmacy-managed clinics.
Methods: To draft the indicator framework based on the model of structure-process-outcome (SPO), combined with the methods of
literature analysis and semi-structured interviews. The indicators were modified and screened by an expert survey based on the Delphi
method. The weights and combined weights of indicators at all levels were quantified by the analytic hierarchy process. Results: In this
study, a total of 20 pharmacy experts from the grade Ⅲ, level A hospitals across multiple regions in 11 provinces and municipalities
nationwide were selected. After the second round of the Delphi consultation, the expert authority coefficient was 0. 850, Kendall’ s
coefficient of concordance was 0. 501, and the chi-square test showed P<0. 05, indicating statistically significant consensus among the
experts. Ultimately, a three-level indicator evaluation system was established, comprising 3 first-level indicators, among which the
process had the highest weight proportion; 15 second-level indicators, with the clinical indicator carrying the highest weight proportion;
52 third-level indicators, where assessment result of therapeutic regimen accounted for the highest weight proportion, pediatric-specific
indicators were also included in the third level, such as the collection of information on infant feeding practices, neonatal medical
history, and immunization records. Conclusion: The developed evaluation index system for service quality of pharmacists in Pediatric
Pharmacy-Managed Clinics demonstrates a certain level of authority and scientific character, and can serve as a quantitative tool for
assessing the service quality of pharmacists. |
| Key words: Pediatric Pharmacy-Managed Clinics pharmacists service quality structure-process-outcome model |
