医院药师服务质量评价指标的研究

Research service evaluation of hospital pharmacists quality

目的探讨药师服务质量评价体系方法的建立及应用。方法运用Delphi法,SPSS20.0统计软件对2016年10至2017年5月期间药师资料进行分析。结果 28位相关调研专家问询之后,建立医院药师服务质量评价指标体系,形成3个一级指标,分别为药师服务结构评价指标、药师服务过程评价指标、药师服务成效评价指标。二级指标共17个,药师服务结构评价指标有3个,药师服务过程评价指标9个,药师服务成效评价指标5个。药师服务过程下的二级指标药师为医护工作人员提供药物信息咨询服务和药师进行用药交代时规范合理指标分别设三级指标为6个和5个。结论设计医院药师服务质量评价指标能够将医院服务质量水平较好地反映出来,从而有利于医院实施有针对性的改善措施,同时Delphi法是一种客观系统的评价方法。

Objective To explore the establishment and application of the evaluation index method for the quality of pharmaceutical services. Methods Using the Delphi method,SPSS20. 0 statistical software was used to analyze the pharmaceutical service data between October 2016 and May 2017. Results Totally 28 inquiries related research experts,after establishing hospital pharmacists service quality evaluation index system,the formation of three first-level indicators,respectively,pharmacists service architecture service process evaluation index,evaluation index,pharmacists and pharmacists service performance evaluation index. There are 17 secondary indicators,3 indicators for the evaluation of the service structure of pharmacists,9 evaluation indicators for pharmacists’ service process,and 5 evaluation indicators for drug delivery. In the process of pharmacists,the pharmacists provided medical information counseling services for medical staff and pharmacists for the purpose of providing drug delivery. The standard and reasonable criteria were 6 and 5 respectively. Conclusion the design of hospital pharmacists service quality evaluation index can be better reflected in hospital service quality level,which is helpful for the improvement of the hospital implementation of targeted measures,at the same time,the Delphi method is a kind of objective evaluation method of the system.