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目的:探讨药剂科服务质量的改进对医患关系的影响。方法:选取了温州市中西医结合医院药剂科实施服务质量改进前(2013年12月~2014年11月)与实施后(2014年12月~2015年11月)就诊患者各120例为调查对象,将改进前后的各项服务指标进行观察比较。了解患者对药师态度、就诊满意度与医患纠纷发生率的改善情况。结果:统计结果显示,实施服务质量改进后患者服务满意度达到93.3%,高于未改进前的75%。对药师满意度为81.6%,高于之前的68.3%;医患纠纷发生率由1.67%下降至0.83%。患者取药时间由之前的(12.33±2.5)分钟下降至(6.05±2.4)分钟。前后比较差异显著(P<0.05)。结论:在药剂科实施全面服务质量管理后,通过优化工作流程、提高人员素质、改善环境与风险评估、就诊满意度评估加分等措施,促使整体服务水平有效提升,医患关系得以改善,提高了患者对服务的满意度,减少纠纷的发生。
Objective: To explore the influence of the improvement of the service quality of pharmacy on the relationship between doctors and patients. Methods: Before the implementation of quality of service improvement (December 2013-November 2014) and after implementation (December 2014-November 2015), 120 cases of patients in the Integrative Medicine Hospital of Wenzhou City were selected as the survey subjects , Before and after the improvement of the service targets for observation and comparison. Understand the patient’s attitude toward pharmacists, the satisfaction of medical treatment and the improvement of the incidence of doctor-patient disputes. Results: The statistical results show that the patient satisfaction with service quality improved 93.3%, higher than 75% before the improvement. Satisfaction with pharmacists was 81.6%, higher than the previous 68.3%; the incidence of doctor-patient disputes dropped from 1.67% to 0.83%. Patient taking time from the previous (12.33 ± 2.5) minutes to (6.05 ± 2.4) minutes. Before and after significant difference (P <0.05). Conclusion: After the implementation of total quality management of pharmacy department, the overall service level is improved and the relationship between doctors and patients is improved and improved through optimizing workflow, improving staff quality, improving environment and risk assessment, Patient satisfaction with the service to reduce the incidence of disputes.