종합병원 장기처방환자의 인근 약국 재방문 및 이탈 요인 분석

• 영문명: An Analysis on the Factors Affecting Revisit and Defection of Long-term Ourpatients in Neighboring Pharmacy of General Hospital
• 발행기관: 대한약학회
• 저자명: 오창균(Chang Kyun Oh) 최병철(Byung Chul Choi) 손의동(Uy Dong Sohn)
• 간행물 정보: 『약학회지』제49권 제6호 (2005년), 449~458쪽, 전체 10쪽
• 주제분류: 의약학 > 기타의약학
• 파일형태: PDF
• 발행일자: 2005.12.31

영문 초록

There have been rapid changes in the pharmaceutical environment after the separation of Dispensing and Prescribing practice. In the early stage of this system, outpatients had few options to choose their pharmacies due to various obstacles. Under these circumstances, this study on the defection tendency of long-term care patients was performed through the analysis of outpatients who quit visiting a pharmacy nearby general hospital. PowerBuilder ver 9.0 program was used to extract significant data, and SPSS package was employed for statistic anaylisys. 3,308 outpatients who visited a pharmacy nearby hospital for a month (in January, 2004) were studied. Patients' sex, age and location of residence, the class of medical insurance, the charactoristic type of medication (powder, split form, medication for external use/injection), waiting time, disease (department) were considered as variable factors. It turned out that the patient revisit ratio was 80.8% and the patient defection ratio was 32.4%. As was expected, those factors mentioned above influenced on the revisit and defection ratio considerably. In terms of patient factors, it proved that there was no relationship among sex, location of residence, the class of medical insurance and revisit (defection) ratio. Only age factor influenced the ratio; the older, the higher revisit ratio and the less defection ratio. In respect of dispensing factors, there were obvious relationships among the factors and the ratio; bill (money they had to pay individually), waiting time, number of medications, splitting of tables, unit price of drug and revisit (defection) ratio showed siginificant relationship. The result of this study revealed an aspect of outpatients' behavior and it could be used as a reference for better patient service and customer relationship management.

키워드

Separation of Dispensing and Prescribing patient loyalty revisit ratio defection ratio