探讨减少门诊患者取药等待人次的管理措施  

On the Management Measures to Reduce Drug Taking Time for Outpatients

作　　者：刘力名[1] 

机构地区：[1]胜利油田中心医院,东营257034

出　　处：《中国药事》2017年第5期538-541,共4页Chinese Pharmaceutical Affairs

摘　　要：目的:探讨减少医院门诊患者取药等待人次的方法,改善管理,提高患者满意度。方法:分析胜利油田中心医院患者取药等待人次过多的原因,采取针对性措施逐一解决。结果与结论:导致我院门诊患者取药等待人次过多的主要原因是患者对取药流程不了解,药品摆放分散,药师业务水平参差不齐等。针对上述问题,采取了多途径告知患者取药流程、合理调整常用药品摆放位置、加强药师岗位技能培训等措施。实施上述措施后,我院门诊患者取药等待人次显著减少,同时患者对门诊药房服务满意度得到了较大幅度的提高。Objective： To reduce drug taking time in outpatient pharmacy in Shengli Oitfield Central Hospital, so as to improve the management and patients＇ satisfaction. Methods： The causes of spending too much time waiting were analyzed, and corresponding measures were proposed. Results and Conclusion： ： The main reasons for spending too much time waiting for medicines in outpatients in our hospital were that the patients did not know about the process of dispensing medicine, that the drugs were scattered, and that the level of pharmacists was uneven. According to the reasons above, we took corresponding measures as follows： to inform patients of drug taking process through a variety of ways, to adjust the placing position of common drugs properly and to strengthen the training of job skills in pharmacists. After the implementation of the above measures, the drug taking time was obviously reduced, and patients＇ satisfaction to outpatient pharmacy service was increased at the same time.

关 键 词：医院管理 门诊药房 患者满意度 药品摆放 药师技能 精细化管理 

分 类 号：R952[医药卫生—药学]