门诊药房精细化管理联合药物ABC分类法对药房服务工作效率及患者满意度的影响  

The Impact of Refined Management Combined with the ABC Classification Method on the Efficiency of Pharmacy Services and Patient Satisfaction in Outpatient Pharmacies

作　　者：窦丽娜 王培霞 张琳娜 DOU Lina;WANG Peixia;ZHANG Linna(Department of Pharmacy,The Fifteenth People’s Hospital of Zhengzhou,Zhengzhou Henan 450041,China;Department of Pharmacy,Henan Cancer Hospital,Zhengzhou Henan 450000,China)

机构地区：[1]郑州市第十五人民医院,药学部,河南郑州450041 [2]河南省肿瘤医院药学部,河南郑州450000

出　　处：《临床研究》2024年第9期188-191,共4页Clinical Research

摘　　要：目的探讨门诊药房精细化管理联合药物ABC分类法对药房服务工作效率及患者满意度的影响。方法选取郑州市第十五人民医院2022年1月至2023年1月在职的25例门诊药房工作人员,其中2022年1月至2022年6月采用常规管理为对照组;2022年7月至2023年1月采用精细化管理联合药物ABC分类法为观察组,另根据两段时间各选取80例患者分为A组和B组。比较两组药房工作人员工作效率、药学知识了解情况、处方差错事件、处方差件数以及患者满意度。结果观察组平均候药时间、单方调剂时间短于对照组,每日剂量调整少于对照组,差异有统计学意义(P<0.05);观察组药学知识成绩评分均高于对照组,差异有统计学意义(P<0.05);观察组药房工作处方差错事件、处方差件数少于对照组,差异有统计学意义(P<0.05);B组患者满意度高于A组,差异有统计学意义(P<0.05)。结论精细化管理联合药物ABC分类法可有效提高门诊药房服务工作效率,减少差错,提高患者满意度。Objective To explore the impact of refined management combined with the ABC classification method on the efficiency of pharmacy services and patient satisfaction in outpatient pharmacies.Methods A total of 25 outpatient pharmacy staff members employed at The Fifteenth People’s Hospital of Zhengzhou from January 2022 to January 2023 were selected.From January 2022 to June 2022,routine management was used as the control group;from July 2022 to January 2023,refined management combined with the ABC classification method was used as the observation group.Additionally,80 patients were selected during each period and divided into Group A and Group B.Comparison of the work efficiency,understanding of pharmaceutical knowledge,prescription error incidents,number of prescription errors,and patient satisfaction between two groups of pharmacy staff.Results The average waiting time for medication and single prescription dispensing time in the observation group were shorter than those in the control group,and the daily dose adjustments were fewer than those in the control group,with statistically significant differences(P<0.05).The scores of pharmaceutical knowledge in the observation group were higher than those in the control group,with statistically significant differences(P<0.05).The number of prescription error incidents and prescription errors in the observation group were fewer than those in the control group,with statistically significant differences(P<0.05).The patient satisfaction in Group B was higher than that in Group A,with statistically significant differences(P<0.05).Conclusion Refined management combined with the ABC classification method can effectively improve the efficiency of pharmacy services in outpatient pharmacies,reduce errors,and increase patient satisfaction.

关 键 词：门诊药房 精细化管理 工作效率 处方差错事件 患者满意度 

分 类 号：R952[医药卫生—药学]