门诊西药房规范化、科学化、差别化服务管理分析

Analysis of Standardized,Scientific,Differential Service Management in Outpatient Pharmacy

目的探讨门诊西药房的服务优化措施。方法对2009年7月至2010年7月本院门诊西药房实行规范化、科学化、差别化的新型服务管理模式进行调查统计,调查患者102人;同时选择新措施实施前的2008年7月至2009年7月作为比较时间段,调查患者97人。应用单因素方差分析方法,比较新型服务管理前后患者对西药房服务质量的满意度变化状况。结果实施新型服务管理以后,患者满意率达97.1%,显著优于实施前的80.5%,差异具有显著性统计学意义(P<0.05)。结论门诊西药房实施科学化、规范化、差别化的服务管理模式,提高了药房人员的工作效率,有效地缩短了病人候药取药时间,也保证了病人用药的安全性、有效性和合理性,全面满足了患者对优质、高效、低消费服务的要求。

Objective To explore the service optimization measures of outpatient pharmacy.Methods The new service model of standardized,scientific,differential management implemented from July 2009 to July 2010 in our outpatient pharmacy was investigated for 102 patients,and 97 patients were investigated for the pre-implementation from July 2008 to July 2009.One Way ANOVA was adopted to compare the changes of patients＇ satisfaction at service quality before and after the implementation of service management.Results The patients＇ satisfaction rate was up to 97.1% after implementing new service,which was significantly better than before（80.5%） with statistically significant difference（P 0.05）.Conclusions Implementation of scientific,standardized,differential service model in the outpatient pharmacy has improved the efficiency of pharmacy staff and effectively shortened the time for patients to wait for drugs,which ensures the patients＇ safety,efficiency and rationality for medication,and fully satisfies the patients＇ requirements of high-quality,high-efficiency,and low costs of service.