The study of patients’ waiting time for getting medicine to the service quality and statisfaction of the outpatient pharmacy

• Main Author: 施嘉慶
• Other Authors: 陳棟樑
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/53272796113143867550

碩士 === 中華大學 === 科技管理學系(所) === 97 === Consumers consider waiting time as a sacrifice to get the service, especially in the medical care system. Waiting time for receiving medicine has became one of the “three long, two short” for the medical demerits in the hospital in Taiwan. On literatural reviews, some evidence researches in domestic or other foreign countries have revealed that some studies were designed to shorten the waiting time for receiving medicine from the outpatient pharmacy . However, the waiting time can be divided into two dimesions: objective (measured) and subjective (perceived); many studies had focused on studies of relationship between the former and satisfaction of the outpatient pharmacy, but neglected the latter made. So the purpose of the study was to construct a reliable, valid and multidimensional questionnaire as a tool to measure perceived waiting time, sensation of waiting for getting medicine, service satisfaction of the outpatient pharmacy and find the correlation of the them. The questionnaire for the study was based on many domestic and foreign researchers , and was revised by professional pharmacists of the pharmacy. The testers enrolled patients of the outpatient in the regional hospital in Taoyuan County to complete questionnaire anonymously after receiving medicine. Finally the 392 surveys have been conducted randomly, 363 of which being valid. This made a recovery rate of 92.6% and the datum were dealed and analyzed by the software of SPSS. The results showed that Cronbach’s α of reliability service quality and satisfaction of the outpatient pharmacy were 0.735、0.768 & 0.769 respectively. The sensation of waiting for getting medicine to the examinees whose perceived time below five minutes was shorter than those with exceeding six minutes, but without significant levels compared with satisfaction and IPA of service quality. On the aspect of satisfaction, perceived waiting time had achived significant levels when compared with service satisfaction of waiting environment, waiting time for getting medicine and the professional performace of pharmacists. On regression analysis, we had found that perceived waiting time had native effect on sensation of waiting for getting medicine, service quality and general satisfaction, but had positive effect on the actual waiting time.