Construction of Service Quality Evaluation Index System for Surgical Pharmacist

OBJECTIVE  To construct the service quality evaluation index system for surgical pharmacist, providing a basis for improving the service level of surgical pharmacists and promoting the transformation of hospital pharmacists.

METHODS  Based on service quality(SERVQUAL) model, literature research method and consulting pharmaceutical experts were used to collect relevant data combined with the specific content and process of surgical pharmacist work, and construct initial scale items. The Delphi expert consultation method was used to revise and improve indicators with 21 experts, after 2 rounds of inquiry improvement, finally forming the service quality evaluation index system for surgical pharmacist. And analytic hierarchy process was used to calculate the weight of each indicator.

RESULTS Coefficient of experts was 0.831, familiarity degree was 0.762 and authority coefficient was 0.900. The Kendall coordination coefficient of each index was 0.366–0.502. The P value of Chi-square test was all<0.05, and the degree of coordination was excellent for expert consultations. After two rounds of letter inquiry, the service quality evaluation index system of surgical pharmacist was determined, including 6 first-level and 22 second grade indexes and 67 third grade indexes.

CONCLUSION  The established evaluation index system for the quality of surgical pharmacist services has high authority and scientificity. It provides a scientific theoretical basis for evaluating the service quality of surgical pharmacists.