全面提升门诊药房窗口服务质量的实践  

Practice on comprehensively improving the service quality of outpatient pharmacy

作　　者：倪倍倍[1] 初向华[1] 卢晓东[1] 孟洁[1] 于良健 冷萍[1] NI Beibei;CHU Xianghua;LU Xiaodong;MENG Jie;YU Liangjian;LENG Ping(Department of Pharmacy,the Affiliated Hospital of Qingdao University,Shandong Qingdao 266000,China)

机构地区：[1]青岛大学附属医院药学部

出　　处：《药学服务与研究》2019年第6期450-453,共4页Pharmaceutical Care and Research

摘　　要：目的:全面提高门诊药房窗口服务质量,规范药师调剂药品处方的行为,使窗口药学服务标准化、同质化。方法:制定门诊药房“处方审核规范化目录”、“用药交代规范化目录”和“窗口服务礼仪规范”,并对实施前、后的效果进行比较和分析。结果和结论:门诊药房窗口服务质量管理规范的建立,规范了药师调剂处方的行为,提高了患者满意度,使门诊药房的药学服务达到标准化和同质化。Objective:To comprehensively improve the service quality of outpatient pharmacy and standardize the behavior of pharmacists in dispensing prescriptions,so as to make pharmaceutical care in outpatient pharmacy more standardized and homogenous.Methods:Such normative documents as“Standardized directory of prescription checking”,“Standardized directory of medication advice”and“Standardized etiquette of window service”were developed,and then the effects before and after the implementation of the above specifications were compared and analyzed.Results and Conclusion:The establishment of the service quality management standards for the outpatient pharmacy window standardizes the behavior of pharmacists in dispensing prescriptions and improves patient satisfaction,thus making pharmaceutical care of outpatient pharmacy more standardized and homogenous.

关 键 词：门诊药房 药品调剂 药学服务 药剂师 

分 类 号：R95[医药卫生—药学] R942