临床药学服务质量评价体系的建立探索

Exploration of the Establishment of Quality Evaluation System of Clinical Pharmaceutical Care

目的:为评价我国临床药学服务质量提供参考。方法:采用文献研究法,基于服务质量理论、医疗服务质量理论和绩效理论,从管理学角度对临床药学的定义、特征进行分析,比较相关理论中各种质量评价方法在临床药学服务质量评价和考核中的适用性,优选适当评价方法构建临床药学服务质量评价体系。结果与结论:临床药学服务质量评价体系可以"结构-过程-结果"法为基本框架,采用层次分析法、SERVQUAL服务质量评价法、360度绩效考核法等方法设计具体指标。该评价体系可用于考察临床药师制实施效果,为在全国推行临床药学工作提供充分证据。

OBJECTIVE： To provide reference for the quality evaluation of clinical pharmaceutical care in China. METHODS： By literature reviewing method, the definition and characteristics of clinical pharmacy were analyzed from the view of management on the basis of the theories of service quality, medical service quality and performance. The feasibility of quality evaluation meth- ods of relevant theory in quality evaluation and examination of clinical pharmaceutical care were compared to select optimal evalua- tion method for the establishment of quality evaluation system of clinical pharmaceutical care. RESULTS ＆ CONCLUSIONS： The method of structure-process-result has been chosen as a frame of evaluation, and specific indicators are developed by using SERVQUAL, 360 Degree and AHP. The evaluation system can be used for investigating the implementation of clinical pharmacist system and provides adequate evidence for the implementation of clinical pharmacy in China.