我院门诊用药咨询中心的建设与标准化管理

Establishment and Standardized Management of Outpatient Medication Consultation Center in Our Hospital

目的:探讨门诊用药咨询中心的建设和标准化管理方法,为用药咨询工作的顺利开展提供参考。方法:从软硬件建设、咨询药师的培训考核等方面介绍我院门诊用药咨询中心的基础设施和人员配备;从岗前培训、用药咨询服务流程、用药咨询记录等方面介绍我院门诊用药咨询中心的标准化管理。结果:除配备必需的软硬件设施和专业书籍外,还将咨询频率较高的用药问题整理成宣教折页免费发放给患者;严格控制咨询药师的资格为主管级以上药师或者临床药师。咨询药师除需进行主要工作内容、软硬件设施使用、常见咨询问题和典型用药问题的岗前培训外,还需进行日常工作的继续教育培训;建立接待、询问、查询并回答、记录的标准化咨询流程以保障服务标准化,并对咨询记录进行定期分析,设立标准回复模版;对常见慢性病患者的常用药种类进行分析,总结成相对标准化的答案,提供相对一致的咨询服务。结论:用药咨询中心的建设和标准化管理在保障用药咨询服务质量以及咨询药师的培训方面具有重要作用。

OBJECTIVE：To discuss the establishment and standardized management of outpatient medication consultation center,and to provide reference for the development of medication consultation. METHODS：The facilities and personnel of outpatient medication consultation center in our hospital were introduced in filed of software and hardware establishment,and training and examination of consulting pharmacists,etc. The standardized management of outpatient medication consultation center in our hospital was introduced in respects of pre-post training,drug consultation service process,consultation records,etc. RESULTS：Except for necessary software and hardware,professional books,those questions often consulted had been classified and printed into poster foldout which were distributed to patients for free;the qualification of consulting pharmacists had been controlled strictly,and all of them were director pharmacists or above and clinical pharmacist;consulting pharmacists not only participated in pre-post training of main work content,software and hardware use,common consultation questions and typical medication issues,but also took part in daily continuous education. Standardized consultation process of reception,consultation,inquiry and answer,record was established to guarantee the standardization of service,and consultation record was analyzed regularly;standard answer masterplate had been developed. Commonly used drug types in common chronic disease patients were analyzed and summarized to relatively standard answer and provided relatively uniform consultation service. CONCLUSIONS：It is very important that establishment and standardized management of medication consultation ensure the quality of medication consultation and pharmacist training.