Hospitality management in the hospital pharmacies:an evaluation study from the patient perspective

• Main Authors: Chih-Chao Fang, 方致超
• Other Authors: 林姸如
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/97601234168932472877

碩士 === 中國醫藥大學 === 醫務管理學系碩士班 === 99 === 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.