中国药业2026，Vol.35Issue(18)：16-20,5.DOI:10.3969/j.issn.1006-4931.2026.18.004
SERVPERF模型用于深圳市某社区医院药学服务质量评价效果分析
Analysis of the Effectiveness of SERVPERF Model in Evaluating the Quality of Pharmaceutical Services in a Community Hospital in Shenzhen
张裕 1李晓丹 2梁燕文 1何志坚 3刘义 3邹丽宜1
作者信息
- 1. 广东医科大学药学院,广东 东莞 523808
- 2. 广东省深圳市龙华区人民医院,广东 深圳 518109
- 3. 广东医科大学海洋与热带医学学院,广东 湛江 524023
- 折叠
摘要
Abstract
Objective To targetedly enhance pharmacy service capability in community hospitals.Methods Relevant literature published from 1974 to 2024 were retrieved from CNKI and PubMed databases,and a pharmaceutical service evaluation system for a community hospital in Shenzhen was constructed under a medical consortium based on the SERVPERF model.Patients and medical staff of the hospital were selected as the research subjects,and a questionnaire survey was conducted using a two-dimensional repeated cross-sectional survey method(online+offline)to collect baseline data from the two populations in September 2024.The evaluation was conducted from five dimensions:tangibility,reliability,responsiveness,assurance,and empathy.The analytic hierarchy process combined with entropy weight method was adoped to calculate the overall perceived quality SP value.Based on these results,measures to improve the quality of pharmaceutical services were formulated and implemented.Data was collected after implementation in February 2025,and the improvement effect was evaluated through changes in SP.Results A total of 500 questionnaires were distributed,and 435 were effectively collected,with an effective response rate of 87.00%.Except for the rationality of pharmacy space layout in terms of patients,the SP values of other pharmaceutical service indicators showed an upward trend,with the reliability and responsiveness dimensions ΔSP of pharmaceutical services ranking first among patients and medical staff,respectively.After the improvement,the overall SP of pharmaceutical services of the respondents was significantly increased,with the weighted ΔSP of patients and medical staff being 9.40%and 8.40%,respectively(P<0.05).Conclusion The established SERVPERF model can systematically improve the quality of pharmaceutical services in community hospitals through a dynamic feedback mechanism,providing empirical support for the construction of pharmaceutical service capabilities and optimization of medical resources in primary hospitals under the hierarchical diagnosis and treatment policy.关键词
社区医院/SERVPERF模型/药学服务/质量评价/医药协同服务Key words
community hospital/SERVPERF model/pharmacy service/quality evaluation/pharmaceutical synergy services分类
医药卫生引用本文复制引用
张裕,李晓丹,梁燕文,何志坚,刘义,邹丽宜..SERVPERF模型用于深圳市某社区医院药学服务质量评价效果分析[J].中国药业,2026,35(18):16-20,5.
