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目的了解本院门诊药房用药咨询情况,并探讨其对患者就医满意度的影响。方法选择本院门诊实行用药咨询服务前后各120例患者作为研究对象,对两组研究对象的服务流程、服务态度、沟通技巧等方面进行满意度评价,并记录患者用药咨询的内容。计量资料比较采用t检验,P<0.05为差异有统计学意义。结果患者对用药咨询的内容主要包括药物用法用量(41例,34.17%)、药物不良反应(25例,20.83%)、药物适应证(20例,16.67%)、药物相互作用(18例,15.00%)和药物保存(16例,13.33%);观察组研究对象服务流程(4.05±0.25分)、服务态度(4.43±0.31分)以及沟通技巧(4.17±0.27分)等满意度评分均高于对照组的(2.89±0.41)、(3.49±0.51)、(3.01±0.43)分,差异均有统计学意义(均P<0.05)。结论门诊药房药物咨询工作对于提高临床药学服务具有重要意义,不但可以满足患者药品相关信息的了解,还可以有效提高患者就医满意度,对于改善患者用药依从性以及建立和谐的医患关系具有积极作用。
Objective To understand the consultation of drug use in our outpatient pharmacy and to explore its impact on patient satisfaction with medical treatment. Methods We selected 120 patients before and after the counseling service in our hospital as the research object, evaluated the satisfaction of service flow, service attitude, communication skills and other aspects of the study subjects and recorded the contents of patient medication counseling. Measurement data were compared using t test, P <0.05 for the difference was statistically significant. Results The patient consultation on medication mainly included medication usage (41 cases, 34.17%), adverse drug reactions (25 cases, 20.83%), drug indications (20 cases, 16.67%) and drug interactions (4.05 ± 0.25), service attitude (4.43 ± 0.31) and communication skills (4.17 ± 0.27) in the observation group were higher than those in the control group (16 cases, 13.33%) (2.89 ± 0.41), (3.49 ± 0.51) and (3.01 ± 0.43) points in the control group, the differences were statistically significant (all P <0.05). Conclusion Outpatient pharmacy drug counseling is of great significance to improve clinical pharmacy services, not only to meet the patient’s understanding of drug-related information, but also can effectively improve patient satisfaction with medical treatment, to improve patient compliance and establish a harmonious doctor-patient relationship has a positive effect .