药师抗凝门诊患者满意度调查及分析

Investigation and Analysis of Patients’ Satisfaction for Clinical Pharmacists in Anticoagulation Clinics

目的:调查患者对药师抗凝门诊的满意度,收集意见建议,为药师抗凝门诊服务质量的持续改进提供参考。方法:使用自行设计的满意度量表,对2018年7—12月就诊于云南省阜外心血管病医院药师抗凝门诊,符合纳入、排除标准并服用华法林片的230例患者进行问卷调查。结果:230例患者对药师抗凝门诊药学服务中“药师对抗凝问题的解答”项的满意度最高(97.8%,225/230),对“凝血检验结果回报时间”项的满意度最低(80.4%,185/230);52.1%(120/230)的患者期望由高级职称的药师接诊指导用药,79.1%(182/230)的患者可接受5~10元的门诊收费,73.5%(169/230)的患者期望的接诊时间为10~15min;118例患者对药师抗凝门诊工作发表了意见与建议,主要为加快检验结果回报时间、缩短候诊时间以及更好地提供用药咨询、指导。结论:经过系统岗位培训和临床药物治疗经验丰富的临床药师,可以具备独立开展药师抗凝门诊工作的能力,为患者提供高质量、有效果的抗凝药学服务,可为我国抗凝治疗管理模式的建立提供一定的参考价值。

OBJECTIVE:To investigate patients’ satisfaction for clinical pharmacists in anticoagulation clinics,collect the opinions and suggestions,so as to provide reference for the continuous improvement of service quality in anticoagulation clinics by clinical pharmacists.METHODS:Self-designed satisfaction scale was used to questionnaire 230 patients who met the inclusion and exclusion criteria and took warfarin tablets at the anticoagulation clinics of Yunnan Fuwai Cardiovascular Hospital from Jul.to Dec.2018.RESULTS:In terms of pharmaceutical care in anticoagulation clinics,230 patients had the highest satisfaction with “pharmacists’ answers to anticoagulant problems”(97.8%,225/230),and the lowest satisfaction with “return time of coagulation test results”(80.4%,185/230).Totally 52.1%(120/230) of the patients expected to be guided by a senior pharmacist,79.1%(182/230) of the patients could accept an outpatient fee of 5 to 10 yuan,and 73.5%(169/230) of the patients expected to receive medicine for 10 to 15 min.And 118 cases expressed the opinions and suggestions on the work of anticoagulation clinics,mainly for improving the return time of test results,shortening the waiting time,and providing better medication consultation and guidance.CONCLUSIONS:Through systematic training and clinical drug treatment experience,clinical pharmacists can independently carry out works in anticoagulant clinics and provide patients with high-quality and effective anticoagulant pharmaceutical care,which can provide reference for the establishment of anticoagulant treatment management model in China.