User satisfaction with services provided by a drug information center in Sudan
User satisfaction with services provided by a drug information center in Sudan
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DOI：
10.1007/s11096-008-9245-0
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发表时间：
2008-12-01
影响因子：
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通讯作者：
Ibrahim, Hind Musa
中科院分区：
文献类型：
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作者：
Fathelrahman, Ahmed Ibrahim;Awang, Rahmat;Ibrahim, Hind Musa
目的通过评价用户满意度评价喀土穆国家卫生部药品信息中心的服务质量。方法采用系统随机抽样的方法，从中心记录中招募423名受试者。同意的受试者接受了电话采访，使用的是专门设计的半结构问卷。进行了描述性分析和比较分析。在可能的情况下，使用卡方检验来检验组间差异。结果接受调查的大多数用户(89.6%)从喀土穆境内拨打过该中心的电话，10.4%的用户从其他州拨打过电话。其中36.1%来自药剂师，29.5%来自内科医生，22.3%来自非专业人士。绝大多数受访者(93.1%)受过学位或以上教育。约五分之一、二分之一和三分之一的受访用户分别咨询过该中心5次、2-5次和1次。超过90%的用户将所提供的服务评为好到优，94.7%的用户表示他们未来可能会继续使用该中心。结论该中心通过提供可接受的服务质量，成功地满足并留住了用户。
Objective The services of the Ministry of Health Drug Information Center-Khartoum State were evaluated by assessing users' satisfaction. Method Four hundred and twenty-three subjects were recruited from center records using a systematic random sampling technique. Subjects who consented were interviewed by telephone using a specially designed semi-structured questionnaire. Descriptive as well as comparative analyses were carried out. Differences between groups were tested using the Chi-square test when applicable. Results The majority of users surveyed (89.6%) had called the center from within Khartoum State and 10.4% of users had called from other states. Of the enquiries, 36.1% were from pharmacists, 29.5% from physicians, and 22.3% from laypersons. The vast majority (93.1%) of respondents were educated to degree level or higher. Approximately one fifth, one half, and one third of the users surveyed had consulted the center >5 times, 2-5 times, and once, respectively. More than 90% of users rated the services provided as good to excellent and 94.7% declared their probable intention to continue utilizing the center in the future. Conclusion The center succeeded in satisfying and retaining its users by providing an acceptable quality of service.