门诊药房开展药学服务的模式及对药学服务质量的影响分析

Patterns of pharmaceutical care in hospital outpatient pharmacy and its impact on the quality of pharmaceutical care

目的探讨门诊药房药学服务模式对药学服务质量的影响,以期提高窗口服务质量,构建和谐的药患关系。方法自2018年6月在门诊药房开展新药学服务模式,分别在实施前和实施后3个月随机选择1500例门诊药房患者作为调查对象,比较实施前后患者的满意度和门诊用药差错率。结果药学服务模式实施前和实施后门诊药房总差错率分别为2.33%和0.47%,差异有统计学意义(P<0.05);实施后药品数量差错、同音药名差错和定势思维差错发生率均显著低于实施前,差异有统计学意义(P<0.05)。门诊药房药学服务模式实施前和实施后3个月患者满意度分别为85.07%和97.13%,差异有统计学意义(P<0.05)。结论药学服务模式对门诊药房药学服务质量影响较大,针对旧模式的不足进行系统改良可提高患者满意度,降低药房差错,改善药患关系。

Objective To explore the effect of pharmacy service mode on the quality of pharmaceutical care in outpatient pharmacies,so as to improve the quality of window service and build a harmonious relationship between drug users and patients.Methods Since June 2018,a new pharmaceutical care model was developed in the outpatient pharmacy of our hospital.1500 outpatient pharmacy patients were randomly selected as the subjects before and after the implementation of the new pharmaceutical care model.The satisfaction of patients and the error rate of outpatient medication before and after the implementation were compared.Results The total error rates of outpatient pharmacies before and after the implementation of the new pharmaceutical care model were 2.33%and 0.47%,respectively.The difference was statistically significant(P<0.05).After the implementation of the new pharmaceutical care model,the incidence of drug quantity errors,homonym name errors and positional thinking errors were significantly lower than before(P<0.05).The satisfaction rates of patients before and after the implementation of the new pharmaceutical care model in outpatient pharmacy were 85.07%and 97.13%respectively,and the difference was statistically significant(P<0.05).Conclusion Pharmaceutical care mode has a great influence on the quality of pharmaceutical care in outpatient pharmacies.Systematic improvement of the old mode can improve patient satisfaction,reduce pharmacy errors and improve the relationship between drug users and patients.