Jishuitan Hospital in Beijing

Beijing, China

Jishuitan Hospital in Beijing

Beijing, China
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Wu X.,Jishuitan Hospital in Beijing | Zhang L.-F.,Jishuitan Hospital in Beijing | Zong Y.,Jishuitan Hospital in Beijing | Liang J.-H.,Jishuitan Hospital in Beijing | And 3 more authors.
Chinese Pharmaceutical Journal | Year: 2015

OBJECTIVE: To establish a SERVQUAL estimated model of scientific study. METHODS: By literature review, indepth interviews, expert consultation, survey, determines the evaluation index of pharmacy service quality of SERVQUAL, to devise of SERVQUAL assessment questionnaire. And then judge the scientific reliability and investigation of the questionnaire. RESULTS: SERVQUAL Evaluation model is scientific and reliable, in addition to the pharmacist instrument, behavior, and drug flow and provide drug packaging, brochures, medication labels and complete three services beyond expectation of patients, other service failed to meet the needs of patients. CONCLUSION: The SERVQUAL method could be used to evaluate the services quality of outpatient pharmacy, the mode and quality of outpatient pharmacy service still needs to be improved. Copyright 2015 by the Chinese Pharmaceutical Association.

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