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目的:提倡“零距离、零假劣药、零投诉”(下简称“三零”)服务理念,提高药学服务质量。方法:阐述“三零”服务的概念和内涵,分析我院药剂科实施“三零”服务的基础,并对其具体实施情况和效果进行探讨。结果:通过实施“三零”服务,使药师在服务理念上得到整体提高,形成了共同的服务价值观;有效防范了假劣药品,保证了发出的药品合格;实现了全年零投诉的目标。结论:实施“三零”服务,队伍是保障,建立长效机制是关键。“三零”服务的实施有利于提高整体药学服务水平。
Objective: To promote “zero distance, zero counterfeit drugs, zero complaints ” (hereinafter referred to “30 ”) service concept, improve the quality of pharmacy services. Methods: The concept and connotation of “30 ” service were expounded, and the foundation of “30 ” service in pharmacy department of our hospital was analyzed, and its implementation and effect were discussed. Results: Through the implementation of “30 ” service, so that pharmacists in the service concept as a whole to improve and form a common service values; effectively prevent counterfeit drugs, to ensure the issue of qualified drugs; achieved year round of complaints aims. Conclusion: The implementation of “30 ” service, the team is to protect the establishment of long-term mechanism is the key. “30 ” service is conducive to improving the overall level of pharmacy services.