中药质量规范化管理对提高中药房管理与服务质量的影响

Standardized Management of Chinese Medicine Quality Has Effect in Promoting the Administration of Chinese Medicine Pharmacy and Service Quality

目的:探析医院中药房开展中药质量规范化管理的作用和影响。方法:回顾分析2016—2017年度医院中药房质量管理工作,2016年度实施中药质量常规管理,2017年度实施中药质量规范化管理,对比分析两年度的复核前中药调剂准确率,应用自制问卷评测中药房管理质量和患者对中药房服务的满意度。结果:2016年度复核前中药调剂准确率为97.00%,低于2017年度的100%,差异有统计学意义(P <0.01)。2017年度的中药妥善存储、中药放置规范、中药过期处理、发药及时准确评分均高于2016年度(P <0.05,P <0.01)。2017年度患者对中药房服务的总满意率为98.67%,高于2016年度的96.00%(P <0.01)。结论:在医院中药房实施中药质量规范化管理,有助于改进和提升中药房管理质量,保障中药应用的准确性,且可有效提高服务质量,值得实践。

Objective:To explore and analyze the function and effect of developing the standardized management of Chinese medicine quality in Chinese medicine pharmacy of hospitals.Methods:A retrospective analysis was conducted for the administration work of the quality of Chinese medicine pharmacy from 2016 to 2017,when the regular management of Chinese medicine quality was implemented in 2016 and the standardized management of Chinese medicine quality was implemented in 2017.Compared and analyzed the accuracy rate of Chinese medicine distribution before double check and dispensing in both years,and evaluated the quality of Chinese medicine pharmacy administration and the satisfaction of patients towards the service of Chinese medicine pharmacy via self-made questionnaire.Results:The accuracy rate of Chinese medicine dispensing before double checks was 97.00%in 2016,being lower than 100%in 2017,differences being significant(P<0.01).The scores of proper storage,placement regulations,disposition for expiration and prompt and accurate distribution of Chinese medicine in 2017 were all higher than those in 2016(P<0.05,P<0.01).The total satisfaction rate of patients towards the service of Chinese medicine pharmacy was 98.67%in 2017,being higher than 96.00%in 2016(P<0.01).Conclusion:Developing the standardized management of Chinese medicine quality in Chinese medicine pharmacy of hospitals helps to improve and promote the quality of Chinese medicine pharmacy administration,ensure the accuracy of Chinese medicine application and enhance the service quality effectively,which is worthy of practice.