门诊药房调剂人员业绩考核方法与成效  

Evaluation of Dispensers' Performance in Outpatient Dispensary and Effects

作　　者：臧雷[1] 茆瑜[1] 彭永富[1] 刘松青[1] 夏培元[1] 

机构地区：[1]第三军医大学西南医院药学部,重庆市400038

出　　处：《中国药房》2009年第7期517-519,共3页China Pharmacy

摘　　要：目的:通过制定科学的工作业绩计算与考核方法,提高调剂人员的服务质量和工作积极性。方法:每个调剂人员业绩系数由调剂处方系数与综合系数两部分组成,其所占权重分别为80%和20%,其中调剂处方系数由前台调剂处方数量、药品数量和后台摆药处方数量、药品数量的多少求得;综合系数通过服务质量的高低、工作表现的好坏等来决定。业绩系数的高低决定个人奖金的多少。结果:每月对每个调剂人员的工作数量与工作质量有了量化考核指标和量化考核结果;与实施业绩考核前比较,调剂人员间业绩系数相差幅度、调剂差错率显著减小,不合理用药处方能得到及时纠正。结论:该量化考核方法激励了调剂人员的工作积极性,提高了工作效率和服务质量,并可根据实际情况灵活调整,得到大家认可。OBJECTIVE： To work out scientific computation and evaluation method for the working performance of dispensers so as to improve the service quality and motivate the enthusiasm of the dispensers. METHODS： The performance of each dispenser consisted of the coefficient of dispensing prescriptions and coefficient of colligation （weight ratio： 80% ： 20% ）. The coefficient of dispensed prescriptions was derived from the number of prescriptions in the foreground （counter）, the quantity of drugs dispensed and the number of dispensed prescriptions in the background; and coefficient of colligation was derived from the service quality and work performance of dispensers. The individual bonus was decided by his performance coefficient. RESULTS： The monthly quantitative evaluation indicators and evaluation results of the work performance and service quality of each pharmacist became available. As compared without this evaluation system, the differences among dispensers in performance coefficient and in dispensing error were markedly decreased after the practice of performance evaluation, and the irrational prescriptions were able to be corrected in time. CONCLUSIONS： The quantitative evaluation method has motivated the working enthusiasm of the dispensers and enhanced both the working efficiency and service quality. Besides, this system can be modified based on the practical situation to be generally approved.

关 键 词：门诊药房 调剂人员 业绩考核 工作效率 服务质量 

分 类 号：R952[医药卫生—药学]