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
