门诊药房退药事件致人力资源成本损失分析

Analysis of Human Resource Cost Loss Caused by Drug Repercussion Event in Dispensary for Outpatient

目的分析门诊药房退药原因及退药事件相关性人力资源成本损失问题。方法统计我院2022年4月~2023年3月门诊药房退药事件,进行退药原因分析,统计医师、药师及收费员退药工作耗时及因此造成的人力资源成本损失,结合退药原因实施门诊药房管理。结果统计得出共908例退药事件,退药原因显示,患者方面原因占51.76%,药品不良反应占24.01%,医生方面原因占18.83%,其他原因占5.40%;退药耗时显示,单次退药医师需要(3.52±0.67)min,药师需要(2.36±0.51)min,收费员需要(1.98±0.42)min。人力资源成本损失显示,医师岗位损失1310.36元、药师岗位损失878.63元、收费员岗位共损失737.18元。结论退药事件造成人力资源成本的增加,增加门诊医师、药师及收费人员的工作量及工作压力。应深入分析退药事件原因,全面完善门诊药房服务,促进高效率、高质量服务。

OBJECTIVE To analyze the causes of drug repercussion in outpatient pharmacy and the loss of human resource cost related to drug repercussion events.METHODS Statistics of drug repercussion from outpatient pharmacy in our hospital between April 2022 to March 2023 to analyze the reasons for drug repercussion,and the time spent in drug repercussion work of physicians,pharmacists and cashiers and the resulting human resource cost losses were counted.Outpatient pharmacy management was implemented based on the reasons for drug repercussion.RESULTS 908 drug repercussion events were selected,the main reasons for drug repercussion were patient reasons(51.76%),adverse drug reactions(24.01%),doctor reasons(18.83%),and other reasons(5.40%).The time required for single drug repercussion was(3.52±0.67)minutes by physicians,(2.36±0.51)minutes by pharmacists,and(1.98±0.42)minutes by cashiers.The loss of human resources cost showd that the loss of physician′s job was 1310.36 yuan,the loss of pharmacist′s job was 878.63 yuan,and the loss of cashier′s job was 737.18 yuan.CONCLUSION The drug repercussion event caused the increase of human resource cost in hospital,increased the work pressure of physicians,pharmacists and cashiers.The reasons for drug repercussion events should be deeply analyzed,and outpatient pharmacy services should be comprehensively improved to promote efficient and high-quality services.