某院24小时电话药物咨询服务的帕累托图分析

Pareto Chart Analysis of 24-Hour Telephone Pharmaceutical Consultation Service in a Hospital

目的进一步提高医院药学服务质量。方法通过收集某院2018年1月至2020年12月电话药物咨询记录,将全天等分为24个时段,对咨询时间、咨询内容和咨询药物类别等信息进行汇总,利用帕累托图分析各指标分布特点。结果共收集电话药物咨询有效记录1274例,其中男559例(43.88%),女715例(56.12%)。8:00-13:59、15:00-15:59、17:00-20:59为主要咨询时段,14:00-14:59、16:00-16:59为次要咨询时段。高峰时段(8:00-20:59),药物的用法用量、药品不良反应(ADR)及处理、诊疗疑问、药品相关知识、药物相互作用、药品推荐与选择为主要咨询内容,抗感染药、消化系统用药、五官及外用药、中成药、解热镇痛抗炎药、内分泌系统用药、心血管系统用药为主要咨询药物类别;低谷时段[21:00-7:59(次日)],药物的用法用量、ADR及处理、医学问题、药品推荐与选择、药品相关知识、误服或过量服药的处理为主要咨询内容,抗感染药、消化系统用药、解热镇痛抗炎药、呼吸系统用药、五官及外用药、中成药为主要咨询药物类别。结论电话药物咨询服务的咨询内容和咨询药物类别与咨询发生时间有关,药师应根据时段的不同针对性掌握相关药学知识和应答技巧,以便为患者提供更优质的药学服务。

Objective To provide a reference for further improving the quality of pharmaceutical care in the hospital.Methods By collecting the telephone pharmaceutical consultation records of a hospital from January 2018 to December 2020,the whole day was divided into 24 equal periods,and the consultation time,consultation content and consultation drug categories were summarized.The Pareto chart was used to analyze the distribution characteristics of each index.Results A total of 1274 cases of telephone pharmaceutical consultation were collected.Among them,there were 559 males(43.88%)and 715 females(56.12%).Pareto chart analysis results showed that 8:00-13:59,15:00-15:59,and 17:00-20:59 were the main consultation time,while 14:00-14:59 and 16:00-16:59 were the secondary consultation time.During the peak period(8:00-20:59),the usage and dosage of drugs,adverse drug reactions(ADRs)and solution,queries on diagnosis and treatment,drug-related knowledge,drug-drug interaction,drug recommendation and selection were the main consultation content,and anti-infective drugs,digestive system drugs,drugs for five senses and external use,Chinese patent drugs,antipyretic-analgesic and anti-inflammatory drugs,endocrine system drugs,cardiovascular system drugs were the main consulting drug categories.During the trough period[21:00-7:59(the next day)],the usage and dosage of drugs,ADR and solution,medical question,drug recommendation and selection,drug-related knowledge,solution of taking drugs by mistake or overdose were the main consultation content,and anti-infective drugs,digestive system drugs,antipyretic-analgesic and anti-inflammatory drugs,respiratory system drugs,drugs for five sense or external use,Chinese patent drugs were the main consulting drug categories.Conclusion The consulting content and the drug categories of the telephone pharmaceutical consultation are related to the time of consultation.Pharmacists should master relevant pharmaceutical knowledge and response skills according to different periods,so as to provide better pharmaceutical care for patients.