ロジスティック回帰分析法を活用した保険薬局における患者満足度の要因分析

抄録

Aozora Pharmacy is a community pharmacy that has acquired ISO9001-2015 certification and recognized as a “Health Support Pharmacy.” In order to improve the prescription service, we conduct an annual patient satisfaction survey. Using the results from the September 2018 survey (effective responses: 422 persons), a review was conducted on the usefulness of logistics regression analysis (LRA) and the factors that would enhance patient satisfaction at the health support pharmacy by running a conventional method of portfolio analysis (PA) and new LRA. By PA, “Staff’s greeting,” “Staff’s attitude,” “Easy language use,” “Pharmacist’s explanation,” “Environment of pharmacy,” “Privacy,” and “Waiting time” were classified as important items. On the other hand, by LRA, “Staff’s greeting,” “Pharmacist’s explanation,” and “Waiting time” showed a significant difference (P < 0.05). We have confirmed that LRA is available as a method of analysis. At a community pharmacy, importance is placed on the “functions to become a patient’s main pharmacy.” This time, the three items that showed a significant difference in LRA are all important factors for the “function to become one’s own pharmacy”; it is critical for a community pharmacy to make efforts with focus placed on these items.