病房药房服务满意度的调查与持续改进

The Research and Continuous Improvement for the Satisfaction Degree in the Inpatient Dispensary

目的:调查病房药房的服务满意度,通过持续改进,提高药剂科对临床的服务质量。方法:采取自制问卷调查方法,对服务态度、沟通技巧、药品供应、摆药准确率、工作流程、纠错主动性六个方面进行调查,提出改进措施。结果:通过对直接服务对象的调查,发现了病房药房在服务方面存在的不足,进而提出针对性整改措施,逐步提高病房药房的服务满意度。结论:自制调查表可根据调查目的真实反映药剂科的工作质量,发现不足,整改可行性较强诸项管理举措包括改变服务理念、树立大局意识、提高沟通技巧等3方面,通过此次整改,提高了临床和患者对病房药房的满意度。

Objective： To improve the service quality of pharmacy through continuous improvement, we investigate the dispensary for inpatients＇ work quality. Method： Self-designed questionnaire was used to investigate service attitude, communication skills, drug supply, dispensing accuracy rate, protocol and error correction attitude, in order to propose the improving measurements. Results： We find the deficiency of service and propose target measurements in the dispensary for inpatients by investigation with direct service object, and then improve the service satisfaction. Conclusion： Self-made questionnaire according to the survey objective reflects the quality of service and deficiency. Changing the service concept, set the overall situation, improve communication skills are feasibility of corrective actions. By this activity, it promotes satisfaction degree for the clinic and patients in disDensarv for innatients.