满意度调查长效管理机制在提升药学服务质量中的应用与评价

Satisfaction survey and evaluation of long-term management mechanism in improving the quality of service in pharmacy

目的:评价满意度调查长效管理机制在提升药学服务质量中的作用。方法:设计"个体化"满意度调查表及开放式问题,分别针对患者、医护和药师实施无纸化模拟第三方交叉满意度调查,分析药学服务现状,并通过监督落实整改方案的长效管理机制提高药学服务质量。结果:通过建立并实施满意度调查长效管理机制,患者、医护和药师对药学部各职能部门服务态度、工作质量、工作及时性、等候时间、药物咨询、问题处理和信息提示等方面的满意度均得到了显著性提高,患者和医护对药学服务的需求也从基础的药品供应转移到了提供个体化的用药指导和提高临床合理用药水平。结论:该机制对提供精细化药学服务、促进药师与医护患沟通及科室管理持续改善具有积极作用。

OBJECTIVE To assess satisfaction survey management mechanism in improving the quality of pharmaceutical service.METHODS A ＂individualized＂ satisfaction survey was developed in terms of the medical staff satisfaction,patient satisfaction and pharmacist satisfaction.Paperless simulation was adopted for perform the third-party cross-survey analysis of pharmaceutical care situation.The long term management mechanism was monitored and implemented to improve quality of service in the pharmacy.RESULTS Through the establishment of long-term mechanism and implementation of satisfaction survey management,satisfaction was improved in patients,doctors and nurses,pharmacists for work attitude,quality,timeliness,waiting time,drug consultation,problem management and information prompt.The demand of patients,doctors and nurses for pharmacy was transferred from basic drug supply to individualized medication guidance and improvement of rational medication level.CONCLUSION The mechanism provides fine pharmaceutical care,has positive effects for promoting communication between pharmacists,doctors and nurses,and continuously improving department management.