| 摘要: | 背景與目的：
國外學者提出款待管理(Hospitality)可分為公共、個人及治療款待管理並運用於醫療業，目標為加強病人心理和情緒之健康並提供確實的接待、滿足需求及解決問題，而藥事服務同樣需以病人為中心，提供病人妥善之環境、良好互動關係及用藥服務，因此，醫院門診藥局亦可將款待管理概念落實在藥事服務，提高病人候藥時之整體感受。本研究主要探討醫院門診病人對藥局款待管理(公共、個人、治療款待)感受與整體藥事服務感受之相關性，以及門診病人之基本人口學特質及所處領藥背景特性對其藥局款待管理(公共、個人、治療款待管理)感受之相關性。
研究方法：
本研究為橫斷性研究，利用結構式問卷進行調查，研究對象為兩家區域教學醫院藥局門診候藥區之候藥病人，採隨機抽樣方式，共計回收有效問卷405份，回收率為93.75%。問卷內容包括醫院藥局公共款待管理感受(共9題)、個人款待管理感受(共4題)、治療款待管理感受(共12題)、整體藥事服務感受(共13題)，基本人口學特質以及領藥背景特性。統計方法採用描述性、因素分析、t-test、ANOVA及複迴歸分析。
研究結果：
研究結果發現，受訪者對公共、個人及治療款待管理之感受均與整體藥事服務感受呈現正相關，其中，受訪者治療款待管理感受對整體藥事服務感受有相對較高之解釋力，其次為個人款待、公共款待管理感受。而受訪者之自覺健康狀況與公共、治療款待管理感受呈正相關，年齡與個人款待管理感受呈正相關，領藥醫院別於公共、個人、治療款待管理感受亦呈現差異性。
結論與建議：
受訪者公共款待、個人款待、治療款待管理感受與整體藥事服務感受皆呈正相關，其中，受訪者對治療款待管理感受對整體藥局服務感受影響程度最大。建議醫院藥局管理者加強公共款待及個人款待管理之餘，仍須加強藥事專業服務(即治療款待管理)，且針對不同病人的人口學特質提供所需之各式款待管理，以提昇病人於醫院藥局整體藥事服務感受。
Foreign scholars had proposed that hospitality could be divided into public, personal, and therapeutic hospitality, and applied in the health care industry. The objective is to enhance the psychological and emotional health of patients and provides exact reception to meet the needs and problem-solving. Pharmacy services also need to be patient-centered, to provide patients with a proper environment, good interactive relationships, and counseling service. Therefore, hospital outpatient pharmacies can implement the concept of hospitality management in pharmaceutical services, improving the overall experience of patients waiting medicine. This study explored the correlation between the experience of hospital outpatient patients toward pharmacy hospitality (public, personal, therapeutic hospitality) and experience about overall pharmacy services, as well as the correlation between basic demographic characteristics of outpatient patients and background characteristics of the patients belong prescriptions on their experience about pharmacy hospitality (public, personal, therapeutic hospitality).
This study is cross-sectional study research with structured questionnaires for investigation. The research subjects are patients in two regional teaching hospital outpatient pharmacy waiting area to wait for prescriptions drugs with random sampling. A total of 405 valid questionnaires were responded, (responding rate=93.75%). The questionnaire contents include experience about hospital pharmacy public hospitality (9 questions), experience about personal hospitality (4 questions), experience about therapeutic hospitality (12 questions), experience about overall pharmacy services (13 questions), basic demographic characteristics of outpatient patients, and background characteristics of the patients belong prescriptions. Descriptive statistics, factor analysis, t-test, ANOVA, and multiple regression analysis were performed in this study.
The research results show that subject experience toward public, personal, and therapeutic hospitality are positively correlated to experience toward overall pharmacy services. Among them, experience about therapeutic hospitality have a higher explanatory power of experience about overall pharmacy services, followed by personal hospitality, public hospitality experience. Perceived health status of patients and the experience about public and therapeutic hospitality were positively correlated; the age and the experience about personal hospitality was positive correlation; In different hospitals and prescriptions also shows a difference on experience about public, personal, and therapeutic hospitality.
Patients in public hospitality, personal hospitality, and therapeutic hospitality experience and overall pharmacy services experience were highly correlated. Among them, the experience about therapeutic hospitality experience have the strongest influence on overall experience about pharmacy services. It is suggested that hospital pharmacy managers should enhance public hospitality and personal hospitality, and still have to strengthen pharmacy professional services (therapeutic hospitality). and for different demographic characteristics of patients required to provide all kinds of hospitality, in order to enhance overall patient experience about hospital pharmacy services. |
