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目的:通过对浙江省台州市黄岩区第三人民医院门诊药房开展服务流程优化活动,旨在探讨如何提高患者及其家属的满意度,提高药房工作人员的执业能力,降低药物发错率。方法:门诊药房实施为期12个月的优化服务流程活动,对优化服务流程前后患者对门诊药房的满意度、药房工作人员的执业能力和发药差错等相关情况进行比较。结果:优化流程后,患者家属对门诊药房的服务态度得分、用药咨询得分、服务流程得分和便民服务得分均显著高于优化前,且差异存在着统计学意义(P<0.05);优化流程后,药房人员的理论知识得分、专业技术得分、讲解能力得分和规避纠纷能力得分均明显高于优化前,且差异存在着统计学意义(P<0.05);优化服务流程后,内部差错数、外部差错数和发药差错数发生率明显低于优化前,且差异存在着统计学意义(P<0.05)。结论:通过开展门诊药房服务流程优化活动,患者家属的满意度明显提高,药房工作人员的执业能力显著增强,药物发错率明显下降,值得推广。
OBJECTIVE: To optimize the service process through outpatient pharmacy in the Third People’s Hospital of Huangyan District, Taizhou City, Zhejiang Province. The purpose is to explore ways to improve the satisfaction of patients and their families, improve the practicing ability of pharmacy staff and reduce the rate of drug abuse. Methods: The outpatient pharmacy implemented a 12-month optimization of service process activities, compared the patient’s satisfaction with outpatient pharmacy before and after optimization of service process, the practicing ability of drugstore staff and errors in delivery. Results: After optimizing the procedure, the scores of service attitude, medication counseling score, service process score and convenience service score of outpatient pharmacy were significantly higher than those before optimization, and the differences were statistically significant (P <0.05). After the optimization process (P <0.05). After optimizing the service process, the number of internal errors, the number of internal errors, the number of internal mistakes, the number of internal technical errors, the number of technical errors, the ability to explain ability and the ability to avoid disputes were significantly higher than those before optimization The number of errors and delivery error was significantly lower than before optimization, and the difference was statistically significant (P <0.05). Conclusion: Satisfaction of family members of patients was significantly improved through outpatient pharmacy service process optimization activities. Pharmacist staff ’s practicing ability was significantly enhanced, and the rate of error in medicine was significantly reduced, which deserved promotion.