基于一站式服务模式的出院带药新流程的设计与实现

Implementation of Novel Flow Path of Discharge Medication Based on One-stop Service Pattern

目的运用企业流程再造的理念,优化出院带药流程,从而改善服务质量,提高患者和医务人员的满意度。方法通过对原业务流程的梳理,从场地、信息、人员3角度入手,通过多部门协同对出院带药流程进行重组再造,创新性的设计和实施一站式出院带药服务模式。结果通过满意度调查,91.2%的医务人员认为整个流程耗时较前缩短1~2 h,并让患者享受到临床药师专业的用药指导,同时降低了护士日常药事工作的劳动强度,还时间给临床护理,医务人员和患者的满意度均达到100%。结论一站式出院带药服务更安全、准确、高效,值得推广应用。

OBJECTIVE To improve the quality of service and the satisfaction of patient and medical staff by the use of the concept of business process reengineering to optimize the process of discharge medication. METHODS Through the sort of the original process of discharge medication, focus on three aspects of site, information and personnel, the innovative design and implementation of one-stop service of discharge medication model was reconstituted through a multi-sector collaboration. RESULTS Through the satisfaction survey, 91.2% of the medical staff thought that the whole process time-consuming shorter than the previous 1-2 h, which allowed patients to enjoy the clinical pharmacist professional medication guidance, while reducing the intensity of nurses＇ daily pharmacy work and achieving clinical care, medical staff and patient satisfaction were up to 100%. CONCLUSION One-stop service of discharge medication with a more secure, accurate and efficient, it is worthy of popularization and application.