规范化药学管理在提升全程化药学服务质量的作用及意义分析  

Analysis of the Role and Significance of Standardized Pharmacy Management in Improving the Quality of Totalized Pharmacy Services

作　　者：张焕 冷志爽 戴临风 荆雷 齐建强[1] 高洋 ZHANG Huan;LENG Zhishuang;DAI Linfeng;JING Lei;QI Jianqiang;GAO Yang(Department of Pharmacy,Heilongjiang Provincial Hospital,Harbin,Heilongjiang Province,150036 China;Tianshili Diyi Pharmaceutical Co.,Ltd,Tianjin,300202 China;Department of Pharmacy,Daoli District Traditional Chinese Medicine Hospital,Harbin,Heilongjiang,150010 China)

机构地区：[1]黑龙江省医院药学部,黑龙江哈尔滨150036 [2]天士力帝益药业有限公司,天津300202 [3]哈尔滨市道里区中医医院药剂科,黑龙江哈尔滨150010

出　　处：《中国卫生产业》2022年第20期69-73,共5页China Health Industry

摘　　要：目的分析规范化药学管理在提升全程化药学服务治疗的积极作用和重要意义。方法回顾性选取2019年6月—2021年6月黑龙江省医院临床药师所在科室的48名医务人员(包括医生、护士)为研究对象,按照实施规范化药学管理措施先后分为对照组和观察组,每组24名,对照组接受常规药学管理,观察组接受规范化药学管理,对比两组全程化药学服务质量。结果观察组服务质量量表Servqual各维度评分、总分及学服务总体满意度均明显高于对照组,观察组药学服务差错发生率明显低于对照组,差异有统计学意义(P<0.05)。结论医疗机构采取规范化药学管理可以有效促进全程化药学服务质量的提升,改善药学服务,提高患者满意度,值得临床实践中推广应用。Objective To analyze the positive role and importance of standardized pharmacy management in enhancing the treatment of totalized pharmacy services.Methods Forty-eight medical staff(including physicians and nurses)from June 2019 to June 2021 in the department of clinical pharmacists in Heilongjiang Provincial Hospital were retrospectively selected as study subjects.They were successively divided into a control group and an observation group according to the implementation of standardized pharmacy management measures,with 24 in each group.The control group received conventional pharmacy management and the observation group received standardized pharmacy management,and the quality of the whole pharmacy service was compared between the two groups.Results The observation group's service quality table Servqual dimensional scores,total scores and overall satisfaction with pharmacy services were significantly higher than those of the control group,and the incidence of pharmacy service errors in the observation group was significantly lower than that of the control group,the difference was statistically significant(P<0.05).Conclusion The adoption of standardized pharmacy management by medical institutions can effectively promote the quality of the whole pharmacy service and improve pharmacy services.It is worth promoting and applying in clinical practice to improve patient satisfaction.

关 键 词：规范化药学管理 全程化药学服务 服务质量 药学模式 

分 类 号：R19[医药卫生—卫生事业管理]