通过优化组织管理提高医院西药房药学服务质量  

Improving the Quality of Pharmaceutical Care in Hospital Pharmacy by Optimizing Organization and Management

作　　者：郭嘉亮 郭慧娟 蓝瑶 莫小兰 Guo Jialiang;Guo Huijuan;Lan Yao;Mo Xiaolan(Guangzhou Women and Children’s Medical Center,Guangzhou 510623,China)

机构地区：[1]广州医科大学附属妇女儿童医疗中心,广州510623

出　　处：《儿科药学杂志》2025年第5期30-34,共5页Journal of Pediatric Pharmacy

基　　金：广东省药学会科研基金项目,编号2025HJB01008;吴阶平医学基金会临床科研专项资助基金项目,编号320.6750.2022-20-26;广州市2023年重点研发计划项目,编号SL2022B03J01382。

摘　　要：目的:针对医院西药房药学服务中存在的组织管理问题,探讨通过优化组织管理提升药学服务质量的有效路径,为专科医院药房管理提供实践参考。方法:比较分析2023年11月至2024年10月西药房改造前后药房调剂差错率、患者候药时间、对西药房满意度等数据。运用PDCA循环法分析导致患者候药时间长、投诉率高、调剂差错率高、患者满意度低等因素,进而提出和实施提高门诊药学服务质量的整改措施:科学化人力资源配置、优化流程、提高药师专业知识水平及完善绩效激励机制等,并持续关注整改效果。结果:实施PDCA循环管理后,西药房配发药速率由76.6张/时提高至118.3张/时,候药时长由22.8 min缩短至15.3 min,西药房内差降幅达62.9%,患者对西药房满意度逐步提高。结论:通过优化组织管理,西药房在调剂效率、用药安全及患者满意度等方面均取得显著改善。未来需进一步探索信息化支持与多学科协作模式,推动药学服务向精细化、专业化方向发展。Objective:In view of the problems in the organization and management of pharmaceutical care in hospital pharmacy,to explore the effective ways to improve the quality of pharmaceutical care by optimizing the organization and management,and to provide practical reference for the pharmacy management of specialized hospitals. Methods: Data on medication dispensing error rates, patientwaiting time, and satisfaction with pharmacy were analyzed and compared from Nov. 2023 to Oct. 2024. Based on the plan-do-check-act(PDCA) cycle, factors contributing to prolonged waiting time, high complaint rates, elevated dispensing errors, and low patientsatisfaction with pharmacy were systematically investigated. The following corrective measures were formulated and implemented toenhance outpatient pharmaceutical care quality, including scientific allocation of human resource, optimization of workflow,enhancement of pharmacists’ professional knowledge and improvement of performance incentive mechanism. Ongoing evaluation wasconducted to assess the effectiveness of the interventions. Results: After the implementation of PDCA, the dispensing rate increasedfrom 76. 6 sheets/ h to 118. 3 sheets/ h. The waiting time was shortened from 22. 8 minutes to 15. 3 minutes, and the error rate ofdispensing decreased by 62. 9%. Patients ’ satisfaction with pharmacy was gradually improved. Conclusion: By optimizing theorganization and management, the pharmacy has achieved remarkable improvement in dispensing efficiency, medication safety andpatient satisfaction. In the future, it is necessary to further explore the mode of information support and multidisciplinary collaboration topromote the development of pharmaceutical care toward greater refinement and specialization.

关 键 词：药学服务 PDCA法 候药时间 满意度 

分 类 号：R95[医药卫生—药学]