摘要
目的:了解患者的卫生服务需求,为门诊药房优化窗口服务提供参考依据。方法:随机调查200名患者对排队取药的评价,并进行单因素方差分析;利用排队法比较单列多窗口与多列多窗口患者的平均等待时间,从中优选排队规则。结果:对排队的正面评价,在顺畅性和关切性方面女性患者评价显著低于男性患者(P<0.05);在关切性方面,年轻患者评价显著低于年长患者(P<0.05);顺畅性、关切性、沟通性、便利性的CronbachAlpha信度分别为0.927、0.993、0.928、0.958;单列多窗口为优选排队规则。结论:优化的门诊药房窗口服务包括采用单列多窗口的排队规则,增加与女性和年轻患者的沟通,改善排队人性化服务设施,适时调节窗口工作人员的工作强度等。
OBJECTIVE： To probe into patients＇ demands on medical services for reference of optimizing the window services in outpatient pharmacy. METHODS： 200 outpatients were randomly sampled for investigation about their evaluation on the queuing for medicine, and the results were given single- factor analysis of variance. Queuing method was employed to compare patients＇ mean waiting time between single - row multiwindow and multi - row multiwindow so as to optimize the queuing rule. RESULTS： With regard to the positive evaluation on queuing for medicine, females held a markedly lower evaluation toward the smooth flow and concern than did males （P〈0.05）; in terms of concern, the younger patients held a markedly lower evaluation than did elder patients （P〈0.05） . The Cronbach Alpha reliabilities of smooth flow, concern, communication and convenience were 0.927, 0.993, 0.928, and 0.958, respectively. Mono-row multiwindow was the optimal queuing rule. CONCLUSIONS： The optimization of the window service in outpatient pharmacy can be achieved by adopting mono-row multiwindow queuing rule, enhancing communication with female and younger patients, improving the humane service infrastructure for patients＇ queuing and timely ease of the working intensity of employees in window service.
出处
《中国药房》
CAS
CSCD
北大核心
2009年第31期2474-2475,共2页
China Pharmacy
关键词
门诊药房
排队
服务
优化
Outpatient pharmacy
Queuing
Service
Optimization
