基于沟通心理学建立门诊药房指导平台用于药房窗口服务的价值  

The Value of Establishing Outpatient Pharmacy Guidance Platform for Pharmacy Window Service Based on Communication Psychology

作　　者：陈楚燕 郑之铭 曾佳玲 CHEN Chuyan;ZHENG Zhiming;ZENG Jiaing(Department of Pharmacy,Marine Corps Hospital of Chinese PLA,Chaozhou 521021,Guangdong,China)

机构地区：[1]解放军海军陆战队医院药剂科,广东潮州521021

出　　处：《中国卫生产业》2024年第20期94-96,共3页China Health Industry

摘　　要：目的研究在沟通心理学指导下建立的门诊药房指导平台用于药房窗口服务的价值。方法解放军海军陆战队医院自2022年2月—2023年2月实施基于沟通心理学的门诊药房指导平台干预,选取本院2021年1月—2023年2月门诊药师共12名作为研究对象,比较干预前后门诊药师对管理工作的满意度。另选择2021年1月—2022年1月门诊药房指导平台建立前120例门诊患者作为对照组,选取2022年2月—2023年2月门诊药房指导平台建立后120例门诊患者作为观察组。比较两组患者取药情况。结果门诊药房指导平台实施前门诊药师内在满意度、外在满意度、一般满意度及总体满意度评分分别为(48.89±6.47)分、(21.46±4.53)分、(6.42±2.09)分及(78.42±8.19)分;实施1年后各项评分分别为(54.44±5.02)分、(25.61±3.15)分、(8.13±1.59)分及(87.31±7.52)分,实施前后比较,差异有统计学意义(t=2.348、2.606、2.256、2.770,P均<0.05)。观察组患者取药等候时间较对照组显著缩短,差异有统计学意义(P<0.05)。结论基于沟通心理学建立的门诊药房指导平台有助于提高门诊药房窗口服务水平,提高门诊药师对门诊管理工作的满意度。Objective To study the value of outpatient pharmacy guidance platform established under the guidance of communication psychology in pharmacy window service.Methods The PLA Marine Corps Hospital implement an out-patient pharmacy guidance platform intervention,which based on communication psychology from February 2022 to February 2023,12 outpatient pharmacist from January 2021 to February 2023 in the hospital were selected as the re-search subjects.The satisfaction of outpatient pharmacists with management work before and after intervention were compared,Another 120 outpatient patients before the establishment of the outpatient pharmacy guidance platform from January 2021 to January 2022 were selected as the control group,and 120 outpatient patients after the establishment of the outpatient pharmacy guidance platform from February 2022 to February 2023 were selected as the observation group,the medication retrieval status between two groups of patients were compared.Results Before the implementation of the outpatient pharmacy guidance platform,the scores of internal satisfaction,external satisfaction,general satisfac-tion,and overall satisfaction of outpatient pharmacists were 48.89±6.47,21.46±4.53,6.42±2.09,and 78.42±8.19,re-spectively;after one year of implementation,the scores for each item were 54.44±5.02,25.61±3.15,8.13±1.59,and 87.31±7.52,respectively,before and after the implementation were compared,the difference was statistically signifi-cant(t=2.348,2.606,2.256,2.770,all P<0.05).The waiting time for taking medicine in the observation group was sig-nificantly shorter than that in the control group,and the difference was statistically significant(P<0.05).Conclusion The outpatient pharmacy guidance platform based on communication psychology can help improve the service level of outpatient pharmacy windows and enhance the satisfaction of outpatient pharmacists with outpatient management work.

关 键 词：沟通心理学 门诊药房指导平台 药房窗口服务 

分 类 号：R7[医药卫生—临床医学]