基于O2O模式的用药咨询服务实践与探讨  

Practice and Exploration of Medication Consultation Services Based on O2O Model

作　　者：王宏蕾[1] 李文喆[1] 陈占功[1] 范峥[1] 刘洋[1] 常馨予[1] 韩丽娟[1] 甄凌波 吴剑坤[1] WANG Hong-lei;LI Wen-zhe;CHEN Zhan-gong;FAN Zheng;LIU Yang;CHANG Xin-yu;HAN Li-juan;ZHEN Ling-bo;WU Jian-kun(Beijing Hospital of Traditional Chinese Medicine,Capital Medical University,Beijing 100010,China;Lingbo Genesis(Beijing)Business Technology Co.,Ltd,Beijing 101109,China)

机构地区：[1]首都医科大学附属北京中医医院药学部,北京100010 [2]凌波创元(北京)商务科技有限公司,北京101109

出　　处：《中华养生保健》2025年第4期168-171,共4页CHINESE HEALTH CARE

基　　金：国家中医药管理局全国名老中医药专家传承工作室建设项目[国医药人教函(2022)75号];徐宝成全国老药工传承工作室[国中医药人教函(2024)255号]。

摘　　要：目的回顾分析首都医科大学附属北京中医医院2021年上半年线上-线下(O2O)模式用药咨询服务情况,分析首都医科大学附属北京中医医院O2O用药咨询工作模式,推动O2O用药咨询服务水平。方法基于首都医科大学附属北京中医医院用药咨询服务平台,汇总2021年1月1日—2021年6月30日首都医科大学附属北京中医医院药师在门诊、电话及在线提供用药咨询服务的所有记录,统计并分析O2O用药咨询服务工作量、咨询内容、涉及药品类型、中药煎服咨询、咨询问题数量及频次、辐射范围等数据。结果2021年上半年首都医科大学附属北京中医医院O2O用药咨询服务共计服务5614人次,解答6832个问题;门诊及电话咨询的工作量大,在线咨询数量相对较少;咨询内容以药品基本信息(56.40%)、中药煎服(34.17%)为主,药品基本信息咨询服务中以首都医科大学附属北京中医医院院内制剂(72.31%)为主。中药汤剂煎服类问题以中药汤剂煎煮(50.47%)、特殊中药煎法(31.26%)为主。大多数咨询为单一问题或者单次咨询。结论一体化的O2O用药咨询服务能为患者提供更加简便的药学服务,还有待改进的空间,相关规范标准、法律法规及服务收费标准仍有待完善。Objective To review and analyze the online to offline(O2O) model medication consultation service of Beijing Hospital of Traditional Chinese Medicine,Capital Medical University in the first half of 2021,share the O2O medication consultation working mode of our hospital,and promote the O2O medication consultation service level.Methods Based on the drug consultation service platform of our hospital,all records of outpatient,telephone and online drug consultation services provided by pharmacists in Beijing Hospital of Traditional Chinese Medicine,Capital Medical University hospital from January 1 to June 30,2021 were summarized,and the workload,consultation content,drug type,traditional Chinese medicine decoction consultation,number and frequency of consultation questions,radiation range of O2O drug consultation services were counted and analyzed.Results In the first half of 2021,the O2O medication consultation service in our hospital served 5 614 person times and answered 6 832 questions.The workload of outpatient and telephone consultation was large,and the number of online consultation was relatively small;The consultation contents mainly include basic information of drugs(56.40%) and decoction of traditional Chinese medicine(34.17%),and the consultation services of basic information of drugs mainly include preparations in our hospital(72.31%).The decocting and taking problems of traditional Chinese medicine decoction were mainly about decoction(50.47%) and special decocte herbs(31.26%).Most consultations are single question and single consultation.Conclusion The integrated O2O medication consulting service can provide patients with more simple and cheap pharmaceutical care,and there is still room for improvement.The relevant standards,laws and regulations and service charge standards still need to be improved.

关 键 词：互联网 用药咨询 药学服务 线上-线下模式 

分 类 号：R95[医药卫生—药学]