关于优化门诊药房工作流程的调查分析

发布时间：2018-02-21 14:25

本文关键词： 门诊药房工作流程问卷调查优化　出处：《中国药房》2015年03期 　论文类型：期刊论文

【摘要】：目的:为优化门诊药房工作流程提供参考。方法:采用问卷调查的方式,收集患者和药师对门诊药房工作流程中各指标、各环节的满意度数据,进行分析统计。结果:共发放问卷260份,回收有效问卷260份,有效回收率为100%。受访患者56.5%很满意,29.0%比较满意,14.5%一般满意;取药等候时间、发药交代、药师服务态度、特殊群体服务等项目对于患者对门诊药房工作流程的满意度有影响。受访药师40%很满意,60%比较满意;发药流程合理度、管理制度、配合度、药房布局及药架摆放等项目对于药师对门诊药房工作流程的满意度有影响。结论:我院门诊药房现有流程的主要问题是患者取药等候时间过长和发药流程合理度欠佳所导致的药师工作效率低。优化流程主要从优化药房空间布局、调整药师工作岗位和时间安排、完善取药和等候环境等方面入手,从而缩短患者取药等待时间,提高其对门诊药房的满意度。
[Abstract]:Objective: to provide reference for the optimization of work flow in outpatient pharmacy. Methods: by means of questionnaire, the indexes of work flow in outpatient pharmacy were collected and pharmacists, satisfaction data links, statistical analysis. Results: a total of 260 questionnaires, 260 valid questionnaires recovered, the effective recovery rate was 100%. surveyed 56.5% patients were very satisfied, 29% satisfied, 14.5% general satisfaction; take medicine waiting time, dispensing pharmacist account, service attitude, service projects such as the special group has an effect on patients' satisfaction in outpatient pharmacy. The work flow is very satisfied with the visit of 40% pharmacists, 60% satisfied; the drug flow management system, with a reasonable degree. Of pharmacy layout and drug shelving projects have influence to the satisfaction of pharmacists on the working process of outpatient pharmacy. Conclusion: the main problems existing in our outpatient pharmacy process is the patient take medicine and wait for long time The drug flow caused by pharmacists is not reasonable and low working efficiency. Optimize the process by optimizing the spatial layout adjustment of pharmacy, pharmacists work and time arrangement, perfecting the medicine and waiting environment, so as to shorten the waiting time of patients taking medicine, improve the satisfaction of outpatient pharmacy.

【作者单位】：北京军区总医院药剂科;
【分类号】：R95

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