医院静脉用药调配中心电话通信服务的优化及提升措施研究  

Research on optimization and improvement of telephone communication service in PIVAS

作　　者：李相成[1] 赵杉杉[1] 刘丽洁[1] 江凯[1] 张庆龙 冷萍[1] LI Xiangcheng;ZHAO Shanshan;LIU Lijie;JIANG Kai;ZHANG Qinglong;LENG Ping(Department of PIVAS,The Affiliated Hospital of Qingdao University,Qingdao,Shandong 266003,China)

机构地区：[1]青岛大学附属医院静脉用药调配中心,山东青岛266003

出　　处：《安徽医药》2020年第11期2320-2324,共5页Anhui Medical and Pharmaceutical Journal

摘　　要：目的探讨医院静脉用药调配中心(PIVAS)电话通讯服务的优化措施,以提升服务质量和沟通效率。方法统计青岛大学附属医院PIVAS 2017年1-6月(改进前)临床满意度,收集青岛大学附属医院PIVAS 2017年7月1-31日(改进前)每日电话通信信息,记录通话时间、沟通科室和通话内容。针对各类通话内容进行优化。统计各临床科室的日均通话时间和常见通话内容,根据各临床科室实际情况,设立多个小组分析讨论后,到相应科室进行沟通和培训。收集2017年10月1-31日(改进后)每日电话通信相关信息,统计2018年1-6月(改进后)临床满意度,比较改进效果。结果优化后临床科室对我院PIV-AS电话通信服务的满意度由78.3%提升至94.2%,日均通话时间由62.080 min降至31.313 min。结论优化电话通讯服务,有利于PIVAS更好地为临床服务、降低医院消耗成本,有利于提高临床满意度。Objective To investigate the optimization of telephone communication service in PIVAS to improve service quality and communication efficiency.Methods The clinical satisfaction of PIVAS in the Affiliated Hospital of Qingdao University from January to June 2017(before Improvement)was collected.The daily telephone communication information of PIVAS of Qingdao University Affiliated Hospital from July 1-31,2017(before improvement)was collected,and the time of the call,the communication department and the content of the call were recorded.All kinds of calls were optimized according to the contents.The average daily call time and common call content of each clinical department were counted.According to the actual situation of each clinical department,a number of groups were set up for analysis and discussion,and then the communication and training were conducted in the corresponding department.Daily telephone communication related information was collected from October 1 to 312017(after improvement),clinical satisfaction was calculated from January to June 2018(after improvement),and the improvement effect was compared Results After optimization,the satisfaction of clinical departments on PIVAS telephone communication service in our hospital increased from 78.3%to 94.2%,the average daily call time decreased from 62.080 min to 31.313 min.Conclusion The optimization of telephone communication service is conducive to the better clinical service of PIVAS,the reduction of hospital consumption cost and the improvement of clinical satisfaction.

关 键 词：投药 静脉内 给药系统 医院 集中式医院服务 静脉用药调配中心 电话 沟通 满意度 

分 类 号：R95[医药卫生—药学]