首保药房服务质量提升探讨

Specific Practices on Enhancing the Quality of the First Secure Pharmacy

目的为首长提供规范、准确的用药指导与用药安全教育,帮助其合理、安全、有效用药。方法营造和谐、温馨候诊环境,配备高素质的药师团队,建立完善的管理制度、职责、绩效机制,重视首长对药房的投诉及满意度,加强用药宣传与沟通,对药师开展持续、灵活的继续教育。结果通过不断完善药房管理,使优质服务实现了从粗放式服务向精细化服务,以及从一般基础服务向高层次服务的转变,近年来无投诉事件发生。结论提升首保药房服务质量,不仅能提高首长的用药依从性,避免或减少药品不良反应,更有助于提高首长的生活质量。

Objective To provide a standardized and accurate medication instruction and safety education for the leaders,to help the leaders rational,safe and effective use of each drug. Methods To create a harmonious,comfortable waiting environment;equipped with a high-quality team of pharmacists;establish and perfect the management system,functions,performance mechanism;pay attention to the complaints and satisfaction rate of the chief to the pharmacy;drug advisory desk and pharmacists in the waiting hall for flexible and continuing drug education. Results By constantly improving the management of pharmacy,the quality of service was transformed from extensive to intensive and from the general to the high level;in recent years,there were with no related complaints. Conclusion The first secure pharmacy is an important service post directly for elderly patients. Enhancing pharmacy services can not only improves the compliance of leaders,avoid or reduce the adverse reactions,but also helps to improve the quality of life of the leaders.