病人安全是近年來醫療政策最關注的議題，其年度目標中『提升用藥安全』是藥事人 員的義務與責任。臨床藥學服務介入醫療照護在醫院已實施多年，醫事人員對於臨床藥學 服務的滿意度會間接影響藥物治療安全和合理性，可是目前對於臨床藥學服務滿意度的文 獻不多。所以，本研究期望藉著問卷的發放，深入了解醫事人員對臨床藥學服務介入醫療 照護之滿意程度，並且針對重要性高滿意度差的部份提出具體的改善作為，以提昇醫院的 醫療品質。
本研究以 PZB-SERVQUAL 的五個構面為問卷發展基礎，並以某區域教學醫院的醫事 人員為研究對象，共計發放 501 份問卷，有效問卷回收率為 89.4%。問卷資料以敘述性統 計、單因子變異數分析及相關分析等統計方法進行資料處理。本研究結果如下：
1. 經由對臨床藥學服務的需求分析結果得知：醫師及護理人員希望藥師提供的臨床藥學服務項 目多為「藥物諮詢」、「藥物不良反應通報及評估」這兩種需求相同，建議藥師可以從這兩方 面首先予以著手；另「建議藥物劑量調整」、「用藥指導」可依醫師、護理人員需求規劃滿足 藥學臨床服務；「是否同意貴單位應設置專職藥師來提供臨床藥學服務」無論醫師、護理人 員、藥師均以「同意」佔排名順序第一名；醫師、護理人員皆「認為臨床藥師每日應提供「1-2 小時」在貴單位的臨床藥學服務」佔排名順序第一名，藥師以「4-8 小時」佔排名順序第一 名；「是否同意臨床藥師應參與醫師巡房工作」無論醫師、護理人員、藥師均以「同意」佔 排名順序第一名；「對藥師之建議事項希望以何種方式」醫師以「直接建議在病歷上」佔排名順序第一名，護理人員、藥師均以「書面方式」佔排名順序第一名；綜合以上之分析，作為提供案例醫院之臨床藥師，爾後要推動臨床藥學服務之參考依據。
2. 由研究結果得知，醫護人員對於藥師的禮儀、親和力與整體形象抱持肯定的態度，而「服務 態度」與「回答問題的清晰程度」也得到大家的認同，表示藥師在有形性與關懷性的表現值 得嘉許，可以繼續維持。
3. 藥師首要改進的項目即是「照顧病患用藥的專業能力」，這是醫護人員普遍認為重要，但是 對於現階段藥師的表現卻不滿意的部份，因此在未來首要加強的方向即是提昇藥師照顧病 患用藥的專業能力，並且達到讓醫護人員信賴的水準，才能提昇臨床藥學服務的有效性。
“Patient safety” is the topic that the healthcare policy pays most attention to in recent years, and "improving medication safety" is the goal of all pharmacists’ obligation and responsibility in these years. The clinical pharmacy services involved in the care of hospitalized patient is established for many years. The doctors, nurses, and all the other paramedical staff, whose satisfaction about the clinical pharmaceutical service will influence the medication security and rationality, however, there are few researches about the clinical pharmaceutical service satisfaction at present. So, we want to figure out the satisfaction about the clinical pharmaceutical service of the doctors, nurses, and all the other paramedical staff in the hospitals by the questionnaire.The objectives of this thesis are not only to investigate the items of satisfaction, but also to find out the unsatisfied items. We would like to do something to improve the unsatisfied items, in order to promote the medical quality of the hospital.The development foundation of the questionnaire of this is based on the five-composition surface of PZB-SERVQUAL. We do the survey to the doctors, nurses, and all the other paramedical staff in one regional teaching hospital. A total of 501 questionnaires were send to the medical Staff. 89.4％ usable questionnaires were returned . Then we analyze the data of the survey by using descriptive statistics, single factor variation analyzing and other related statistical method. The findings of this thesis are as follows:
1. Results of the requirement of the clinical pharmaceutical service:
The doctors and nursing staff hope that the major clinical pharmaceutical services offered by pharmacist include the medicine consultations, adverse drug reaction reporting and assessed. We advise the pharmacist to set about from these two respects at first; as for the dosage adjustment, medicine guidelines, the pharmacists can plan to meet the demands of doctors, nursing staff. Most of doctors, nurses, and pharmacists show the need of a full-time pharmacist to offer clinical pharmaceutical service.
Regarding to the service time of the clinical pharmaceutical offered by the pharmacist a day, the opinions of doctors and nursing staff are ‘1-2 hours’, and pharmacists are ‘4-8 hours’.
Regarding to whether clinical pharmacist should participate in doctor patrol room work or not, all the doctors, nursing staff and pharmacists agree with a positive response. Regarding to the ways to show the suggestion of a clinical pharmacist, doctors would like the pharmacist to record in the chart while nursing staff and pharmacists would like pharmacist to to record in other documents.Above all, we hope to promote clinical pharmaceutical serve in a better way.
2. As for the pharmacist's etiquette, affinity, serving attitude, overall image and clearly answer questions, the doctors and nursing staff all gave a high score. These results show that the pharmacist tangible care is worth praising, and can continue and keep.
3. The major topic that the Pharmacist need to improve is ' professional ability of taking care of patients’ medicine usage ', This is the major unsatisfied item at present stage, so the primary improvement direction in the future is to promote pharmacists’ professional ability about patient care, and reach the level of getting the medical personnel trust, then improve the validity of the clinical pharmaceutical service.
