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目的探讨人性化管理理念在门诊西药房中的应用价值。方法选取医院门诊西药房2013年7-12月和2014年1-6月实施人性化管理理念前后收治的200例患者和在职的50名药师作为研究对象,比较实施人性化管理前后患者的取药等候时间以及西药房的服务水平。结果实施人性化管理理念前后,患者的取药等候时间和药师交代特殊用药相关事项、服务态度、礼貌用语以及配发药物准确性评分比较,差异均有统计学意义(均P<0.05)。结论对门诊药房实施人性化管理理念,不仅有效缩短了患者的取药等候时间,同时也提高了患者对西药房服务的满意度。
Objective To explore the application value of humanized management concept in outpatient western pharmacy. Methods Two hundred and fifty patients and 50 on-the-job pharmacists who were hospitalized before and after the implementation of the humane management concept from July 2013 to July 2014 in the hospital outpatient clinic and from January to June in 2014 were selected as the research objects, and the patients taking drugs before and after humane management were compared Waiting time and Western pharmacy service levels. Results Before and after the implementation of the humanized management concept, the differences in the waiting time for taking the drug between the patients and the pharmacists in explaining the specific drug-related matters, the attitude of service, the polite expressions and the accuracy scores of allotment of drugs were statistically significant (all P <0.05). Conclusions The concept of humanized management of outpatient pharmacy not only shortens the waiting time for taking medicine but also increases the satisfaction of patients with western pharmacy services.