종합병원 장기처방환자의 인근 약국 재방문 및 이탈 요인 분석

Abstract

There have been rapid changes in the pharmaceutical environment after the separation of Dispensing and Pre-scribing practice. In the early stage of this system, outpatients had few options to choose their pharmacies due to variousobstacles. Under these circumstances, this study on the defection tendency of long-term care patients was performedthrough the analysis of outpatients who quit visiting a pharmacy nearby general hospital. PowerBuilder ver 9.0 program wasused to extract significant data, and SPS package was employed for statistic analysis. 3,308 outpatients who visited a phar-medical insurance, the characteristic type of medication (powder, split form, medication for external use/injection), waitingtime, disease (department) were considered as variable factors. It turned out that the patient revisit ratio was 80.8% andthe patient defection ratio was 32.4%. As was expected, those factors mentioned above influenced on the revisit and defec-tion ratio considerably. In terms of patient factors, it proved that there was no relationship among sex, location of residence,the clas of medical insurance and revisit (defection) ratio. Only age factor influenced the ratio; the older, the higher revisitratio and the less defection ratio. In respect of dispensing factors, there were obvious relationships among the factors anddrug and revisit (defection) ratio showed significant 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.Keywords . Separation of Dispensing and Prescribing, patient loyalty, revisit ratio, defection ratio... . 1. 2. 15.1). ... ".. ". .. ... .