妇产专科医院的24小时线上用药咨询服务实践

Practice of 24-hour Online Medication Consultation Service in a Obstetrics and Gynecology Hospital

目的 对我院开展试验性24 h线上用药咨询服务的实践数据进行分析。方法 将24 h在线提供药师(男,初级药师)服务的305例患者设为试验组,将其他工作日8:00-17:00在线提供药师服务的354例患者设为对照组。收集患者的性别、年龄、咨询的时间段及“点赞”的数据并进行统计分析。试验组单独分析了咨询问题的类型及患者的“打赏”情况。结果 非工作时间的患者咨询数量在总体中占比达41.0%。试验组相较对照组,男性患者比例更高(P=0.009),节假日、清晨、夜间及深夜等非工作时间的服务比例更多(P<0.001),人均咨询次数及获得的“点赞”量更高(P<0.001)。试验组所咨询的问题类型可分为17大类,82.3%的问题可归为用药与月经、不良事件、用药疗程、特殊剂型指导、妊娠期哺乳期用药安全性、用法用量、非药学问题与用药时机。所统计的项目中仅有年龄观察到与“打赏”行为显著相关,年龄更高的人群(P=0.013)更愿意对药师的服务进行打赏。结论 24 h在线的用药咨询服务有助于提高妇产科相关科室的患者满意度及复诊率,值得推广。建议尽可能安排在线服务的药师男女性均有;对提出非药学问题的患者做出统一的转诊引导;继续探索能更好的评价药学线上咨询服务质量的指标。

OBJECTIVE To analyze the practice data of 24-hour online medication consultation service in a obstetrics and Gynecology Hospital. METHODS Experimental group were set as 24-hour online pharmacist service(male, primary pharmacist) with 305 patients, and 354 patients with online pharmacist service from 8:00 to 17:00 on other working days were set as the control group. The data of patients′ gender, age, consultation time and “like” were collected and statistically analyzed. In the experimental group, the types of consultation questions and the “reward” of patients were analyzed separately. RESULTS 41.0% of the patients were consulted during non working hours. Compared with the control group, the proportion of male patients in the experimental group was higher(P=0.009), the proportion of non working hours such as holidays, early morning, night and late night was higher(P<0.001), and the number of consultation and praise per capita were higher(P<0.001). The types of questions consulted by the experimental group can be divided into 17 categories, 82.3% of which can be classified as medication and menstruation, adverse events, medication course, guidance of special dosage forms, medication safety during pregnancy and lactation, usage and dosage, non pharmaceutical problems and medication timing. In the statistical items, only age was significantly associated with “reward” behavior, and older people(P=0.013) were more willing to reward pharmacists′ services. CONCLUSION The 24-hour online medication consultation service is helpful to improve the satisfaction and “further consultation rate” of patients in relevant departments of Obstetrics and Gynecology, which is worthy of promotion. The proposed improvement measures: as far as possible, arrange online service for both men and women pharmacists;Make unified referral guidance for patients with non pharmaceutical problems;Continue to explore indicators that can better evaluate the quality of pharmaceutical online consulting service.