임상시험 약국에 대한 인식도 및 만족도 조사

Abstract

This survey was conducted to examine the internal and external customers’perceptions of and satisfaction in a clinical trial pharmacy in an educational general hospital. The survey questionnaire was sent to 51 internal customers (PI; principal investigator and CRC; clinical research coordinator) and 74 external customers (CRA; clinical research associate). The level of customer satisfaction was measured using a 5-point Likert scale [from 1 (the lowest score) to 5 (the highest score)] for 1) facilities, 2) operating system, and 3) service. Responses were received from 63.2% of CRC, 51.3% of CRA, and 28% of PI, respectively. Overall, the internal customer’s mean satisfaction score was relatively lower than that of the external customer: (1) facilities; 3.50 vs. 4.02 (p=0.0007), (2) operating system; 3.50 vs. 3.91 (p=0.0050), and (3) services; 3.90 vs. 4.14 (p=0.1667). The most highly rated items by both customers were the standard operating procedure (3.90 vs. 4.08, respectively) and attitude of the pharmacy staff (4.19 vs. 4.32, respectively). The lowest rated items by both customers were monitoring room in facilities (3.24 vs 3.63, respectively) and provision of information in the service (3.67 vs 3.84, respectively). According to the results, there is room for improvement in terms of the trial pharmacy facilities and more active communication with customers. Furthermore, internal customers need more specific consultation service for investigator-initiated trials. This result reflects customers’enlarged expectations. Accordingly, a clinical trial pharmacy must make efforts to expand its role and improve its systems, as well as to consistently check customers’needs and satisfaction in its system.