我院药师绩效管理体系的建立与实践

Establishment and Practice of Pharmacist Performance Management System in Our Hospital

目的:建立能够有效引导药师价值实现的绩效管理体系。方法:采用行动学习法,通过不断质疑、反思、执行,在我院建立逐级深入的药师绩效管理体系;并以门诊服务满意度、药师会诊次数为指标进行绩效管理体系实施后的效果评价。结果:我院于2013-2018年,逐步建立了团队绩效(以月末团队质控检查结果、团队负责人月度工作报告等为指标)、个人绩效(以药师业绩、工作态度和能力等为指标)、岗位胜任力(考核指标随药师岗位变化,如考核临床药师用药咨询等)3个层次的绩效管理体系。绩效管理的建立,提高了团队积极性、服务满意度,优化了人才结构,扩大了药师专业能力及影响力,改善了药师收入结构;与2013年比较,2018年门诊服务满意度由88%提升至95%;与2016年比较,2018年药师会诊次数由原来的30次增加到92次;药师可通过对临床科室提供药学服务增加收入。结论:所建立的药师绩效管理体系能有效提高药师的积极性,促进药师工作的开展。

OBJECTIVE:To establish performance management system that can effectively guide the realization of pharmacist value.METHODS:Using action learning method,through continuous questioning,reflection and execution to establish a step-by-step and in-depth pharmacist performance management system in our hospital.The effects of performance management system were evaluated with outpatient service satisfaction and the times of pharmacist consultation.RESULTS:From 2013 to 2018,the performance management system was established,involving team performance(taking the results of team quality control inspection at the end of the month and the monthly work report of team leaders as indicators)/personal performance(taking pharmacist’s performance,work attitude and ability as indicators)/post competency(change of assessment indicators with the position of pharmacist,examination of clinical pharmacists drug counseling,etc)3 levels.The establishment of performance management improved team enthusiasm and service satisfaction,optimized the talent structure,enlarged the professional ability and influence of pharmacists,and improved the income structure of pharmacists.Compared with 2013,outpatient service satisfaction increased from 88%to 95%in 2018.Compared with 2016,the times of pharmacist consultation increased from 30 to 92 in 2018.Pharmacists could increase their income by providing pharmaceutical services to clinical departments.CONCLUSIONS:The established pharmacist performance management system can effectively improve the enthusiasm of pharmacists and promote the work of pharmacists.