门诊西药房药学服务满意度分析与探讨

目的通过调查门诊西药房药学服务满意度情况,并进行分析,从而为提高药学服务质量提供参考。方法采用自制的调查表,调查门诊患者对西药房药学服务的满意度。结果门诊患者对排队等侯取药时间的满意度最低,为93%;其次为西药房药师使用礼貌用语满意度94.6%;再次为西药房药师的服务态度满意度95.8%;再又为西药房药师交待特殊用药的注意事项满意度97%。对满意度各项目进行分析,西药房工作人员超负荷工作是造成满意度偏低的主要原因;其次是药师说话不够婉转,语气生硬,没有使用礼貌用语;再是有些药师缺乏主动服务理念。结论提高患者的满意度,必须在优化取药流程,拓展药师专业技能,开展人性化服务,一切以患者为中心,加强与患者的沟通,规范文明用语礼貌服务,更新服务理念,改善信息系统等方面切实加以解决。

Pharmacy Service Satisfaction Analysis and Discussion in Outpatient Pharmacy

Objective To provide reference for improving the quality of pharmaceutical service through the investigation and analysis of outpatients＇ satisfaction of pharmacy service. Methods The outpatients＇ pharmacy service satisfactions were investigated by the self-made questionnaire. Results The satisfaction of waiting time for taking medicine was the lowest （93%）; secondly, the satisfaction of language courtesy in pharmacy pharmacists was 94.6%; the satisfaction of pharmacy pharmacist service was 95.8%; the satisfaction of pharmacy pharmacists＇ special medication attention was 97%. The analysis results showed that the main reasons for low satisfaction was overwork of pharmacy staff, followed by the blunt tone without language courtesy and active service concept of pharmacist. Conclusions For improving patients＇ satisfaction, we must optimize the medicine taking process, expand the pharmacists＇ professional skills, provide the humanized service, strengthen communication with patients, standardize civilized polite service, update the service concept and improve the information system.