摘要
目的观察门诊药房优化药学服务流程对患者就诊感受的影响。方法改进与门诊药房相关的服务内涵、服务支持和服务窗口等流程2年,观察患者满意度、医护人员满意度、购药时间、药品投诉率。结果优化服务流程后,患者和医护人员的满意度提高,差异有统计学意义(P<0.05);购药等候时间缩短,药品投诉率降低,差异有统计学意义(P<0.01)。结论优化药学服务流程有利于保证患者服药的安全、经济、有效,并维护医院严谨的工作形象。
Objective To observe the influence of optimizing pharmaceutical care procedures in outpatient pharmacy on the feeling of patient when seeing a doctor.Methods Service connotations,supports,and windows related to outpa- tient pharmacy were improved for 2 years.The satisfactory rate of patient,satisfactory rate of medical care Staff, time of medication purchase and medication complaint rate were observed.Results Optimizing service process,the satisfactory rate of patient and medical care staff to outpatient pharmacy were improved,with statistical differenee（P〈0.05）.Time of med- ication purchase was shorter and medication complaint rate was reduced,with statistical difference（P〈0.01）.Conclusion Op- timization of pharmaceutical service process to ensure patients safety,economic,effective medication,and keep a fine and strict image of the hospital.
出处
《中国当代医药》
2013年第36期146-147,共2页
China Modern Medicine
关键词
门诊药房
药学服务
流程优化
Outpatient pharmacy
Pharmaceutical care
Procedure optimizing
