药剂科服务质量改进对医患关系的影响

Effects of the Service Quality Improvement of Pharmacy Department on the Doctor-patient Relationship

目的:探讨药剂科实施服务质量改进对医患关系的影响。方法:采用随机调查方法,对我院药剂科于2011年10月至2012年10月(实施前)、2012年12月至2013年12月(实施后)期间每月100例就诊者进行问卷调查,就患者的取药等待时间、药房环境、药师态度、就诊满意度、医患纠纷发生率等进行比较。结果:通过进行人员素质培养、优化服务流程、提高工作效率、改善药房环境、新增加分服务、加强就诊满意度、提高风险管理等改进措施,我院就诊患者的平均取药等待时间由实施前的(10.4±4.8)min下降至实施后的(6.8±4.9)min,药房环境满意率由39.43%上升至62.75%,药师态度满意率由45.58%上升至66.61%、就诊满意度由43.30%上升至68.04%,医患纠纷发生率由0.76%下降至0.17%,差异均具有统计学意义(P<0.05)。结论:在对我院药剂科进行服务质量改进及风险管理后,提高了患者就诊满意度和药剂科工作效率,值得借鉴推广。

OBJECTIVE： To discuss the effects of the service quality improvement of pharmacy department on the doctor-pa- tient relationship. METHODS ： The questionnaire survey was conducted among 100 patients in pharmacy department of our hospital every month by simple random sampling during Oct. 2011-Oct. 2012 （before the implementation） and Dec. 2012-Dec. 2013 （after the implementation）. The results of survey were compared in respects of the time of waiting for getting medicine, pharmacy envi- ronment, pharmacist＇s attitude, service satisfaction, the incidence of medical dispute, etc. RESULTS： Through improvement mea- sures as training the professional quality of staff, optimizing service process, improving work efficiency, pharmacy environment, service satisfaction and risk management, the average time of waiting for getting medicine reduced from （10.4 ± 4.8） min （before the implementation） to （6.8 ± 4.9） min （after the implementation）; satisfaction degree of pharmacy environment increased from 39.43% to 62.75%; satisfaction degree of pharmacist＇s attitude increased from 45.58% to 66.61%; the satisfaction of medical ser- vice increased from 43.30% to 68.04% ; the incidence of medical disputes decreased from 0.76% to 0.17% ; there were statistically significant differences （P〈0.05）. CONCLUSIONS： The service quality improvement and risk management of pharmacy depart- ment in the hospital improve the satisfaction degree of service and work efficiency. It is worthy of promotion.