我院门诊药房取药等候时间抽样分析

Sampling Analysis of Waiting Time in Outpatient Pharmacy of Our Hospital

目的:了解我院门诊药房的取药等候情况,为缩短患者取药等候时间和优化药房服务提供量化依据。方法:通过药房信息系统(PIS)和纸质处方获取2010年某日的门诊处方时间信息,计算取药等候时间,对不同院区和不同时段的取药等候时间进行统计学处理。结果:东院和西院门诊药房患者的取药等候时间的中位数(最小值～最大值)分别为9.32(1.75～27.87)min和5.82(1.20～17.45)min,两个院区差异有统计学意义(P<0.05)。东院门诊药房的高峰时段分别为10:01～12:00和13:31～15:30,西院的为10:01～12:00和14:31～16:30。上午高峰时段的取药等候时间长于非高峰时段(P<0.05),但差值小于0.8 min。下午高峰时段与非高峰时段的取药等候时间差异无统计学意义(P>0.05)。结论:从抽样日的数据看,门诊药房取药等候时间中位数小于10 min。可进一步优化取药流程,缩短取药等候时间。

Objective： To analyze the waiting time in the outpatient pharmacy of our hospital and provide quantificational basis for shortening waiting time and optimizing service. Method： Based on the information sampled from Pharmacy Information System and printed prescriptions on October 18,2010, the waiting time in different campuses at various working-hours was calculated. Statistical analysis was carried out by two independent samples M-W test of SPSS. Result： The median waiting time （minimum-maximum） of the sampling day was 9. 32（ 1.75-27.87 ） min and 5. 82 （1.20-17.45） min for the patients in east and west campus, respectively with significant difference （P 〈0. 05）. The peak hours were 10： 01-12：00 and 13： 31-15： 30,and 10： 01-12：00 and 14： 31-16：30 for east and west campus, respectively. The waiting time in peak hours was longer than that in other hours in the morning （P 〈 0. 05 ）, while the difference was less than 0. 8 min, and there was no significant difference in the afternoon （ P 〉 0.05 ）. Conclusion： The waiting time is less than 10 min. The quality of pharmacy service can be further improved through optimizing dispensing procedures and shortening the waiting time.