我院门诊药房药品发放流程的改进  

Improvement of Drug Dispensing Process in Outpatient Pharmacy of Our Hospital

作　　者：黄红梅[1] 张玲[1] 赵戎蓉[2] 龙亮[3] 

机构地区：[1]第三军医大学附属西南医院,重庆400038 [2]第三军医大学护理系,重庆400038 [3]<第三军医大学学报>编辑部,重庆400038

出　　处：《中国药房》2014年第37期3487-3489,共3页China Pharmacy

摘　　要：目的：缩短门诊患者取药等候时间，提高门诊药房工作效率及患者满意度。方法：通过数据收集（统计2013年每月药师摆药后患者未领取即无效摆药的高、低处方量）、现场测试和问卷调查（患者200份和药房工作人员50份）的方法分析引致高峰时段患者取药等候时间较长的原因，改进门诊药房发药流程及制订相关措施，并评价改进后效果。结果与结论：引起取药时间长的原因主要是无效摆药处方量大（65-112张）、患者不知晓取药流程、取药大厅秩序混乱等，为此采取了流程改进（患者缴费后取药信息延迟3min再传入药房后台摆药）及完善配套设施、明确流程标识、优化等候环境等相关措施。结果无效摆药处方量由每日最高量112张减少至8张；患者取药时间由30-60min缩短到2～8min；药师每人每天发放处方量由原来114张增加至134张；患者满意度从88．6％提高到97％，取得了良好效果。OBJECTIVE： To shorten patient＇s waiting time, and to improve the work efficiency and patient satisfaction. METHODS： The reasons for long waiting time during rush hour were investigated by data collection （large and small prescription number of invalid drug dispensing due to not claimed by patients after pharmacist dispensed the drugs）, spot test and questionnaire （200 for patients and 50 for pharmacy staff）. Drug dispensing process of outpatient pharmacy had been improved and related measure had been formulated, and the effects of the improvement had been evaluated. RESULTS ＆ CONCLUSIONS： The reasons for long waiting time mainly include large number of prescription of invalid drug dispensing （65-112 prescriptions）, not knowing the process of getting drugs and chaotic hall of getting drugs, etc. Related measures have been adopted, as improving process （the information of getting drugs introduce into pharmacy background 3 min after paying） and supporting facilities, defining process marker and optimizing waiting environment. The maximum daily number of prescription of invalid drug dispensing has reduced from 120 prescriptions to 8 prescriptions; patient＇s waiting time has reduced from 30-60 min to 2-8 min; the number of prescriptions dispensed by each pharmacists increased from 114 prescriptions per day to 134 prescriptions per day; patient satisfaction is also increased from 88.6% to 97%. The process optimization has obtained the good effect.

关 键 词：门诊药房 发药 流程改进 无效摆药 满意度 

分 类 号：R95[医药卫生—药学]