“零距离、零假劣药、零投诉”服务理念在我院药剂科的实践

Practice and Exploration of Service Concept of “Zero Distance,Zero Counterfeit and Inferior Medicine,Zero Complaint” in Pharmacy Department of Our Hospital

目的:提倡"零距离、零假劣药、零投诉"(下简称"三零")服务理念,提高药学服务质量。方法:阐述"三零"服务的概念和内涵,分析我院药剂科实施"三零"服务的基础,并对其具体实施情况和效果进行探讨。结果:通过实施"三零"服务,使药师在服务理念上得到整体提高,形成了共同的服务价值观;有效防范了假劣药品,保证了发出的药品合格;实现了全年零投诉的目标。结论:实施"三零"服务,队伍是保障,建立长效机制是关键。"三零"服务的实施有利于提高整体药学服务水平。

OBJECTIVE： Promoting the service concept of ＂zero distance, zero counterfeit and inferior medicine, zero com- plaint＂ （referred to ＂three zero＂） to improve the quality of pharmaceutical service. METHODS： With interpreting the concept and content of the service concept of ＂three zero＂, it was discussed that the basis of ＂three zero＂ service, the specific implementation and the results in our hospital pharmacy. RESULTS： Through ＂three zero＂ service, service concept of pharmacists was improved overall to establish common service value; counterfeit and inferior medicine had been prevented effectively to guarantee the quality of drug delivered; achieved the goal of zero complain was in whole year. CONCLUSION： Work team is guarantee and long-term mechanism is key point for implementation of ＂three zero＂ service. The ＂three zero＂ service is to help improve the overall level of pharmaceutical service.