摘要
目的:浅析我院门诊药房规范操作与人性化服务之契合的特点,供同行交流。方法:通过对我院门诊药房传统工作模式进行分析,以药师自查形式结合工作中常见问题以及患者建议,设计并建立门诊药房药师规范服务流程。结果:借鉴移动通讯服务行业成熟的服务礼仪规范,建立门诊药房规范服务流程,规范服务流程体系(分工明确化、操作标准化、用语规范化、观念更新化等)可实现规范操作与人性化服务之契合。结论:该流程体系提升了门诊药房服务质量,达到了减少医患不和谐关系事件的目的。
OBJECTIVE: To analyze the characteristics of integration between standard operation and people-oriented service in outpatient pharmacy of our hospital. METHODS: By analyzing traditional working model of outpatient pharmacy in our hospital, standard pharmacist service procedure of outpatient pharmacy was designed and established, basing on pharmacist self-inspection, common problems and patient' s suggestions. RESULTS: Referring to mature service etiquette regulation of mobile communication service industry, standard service procedure of outpatient pharmacy is established, integration between standard operation and people-oriented service can be achieved by standardizing service procedure system (clear division of labor, standard operation, standard phraseology, conception updating, etc.). CONCLUSION: The system improves the service quality of outpatient pharmacy to attain the objective of reducing the occurrence of disharmonious doctor-patient relationship.
出处
《中国药房》
CAS
CSCD
北大核心
2011年第29期2778-2779,共2页
China Pharmacy
关键词
门诊药房
规范操作
人性化服务
Outpatient pharmacy
Standard operation
People-oriented service