摘要
目的 探讨药学服务质量改进对医患关系的影响.方法 自2016年1月开始在药剂科实施药学服务质量改进措施,在实施药学服务质量改进措施后的2016年1-12月采用整群抽样方法随机选取200例就诊患者亲属作为观察组,另在未实施药学服务质量改进措施的2015年1-12月采用整群抽样方法随机选取200例就诊患者亲属作为对照组,针对两组患者分别进行问卷调查,比较两组取药等待时间、满意度、药学服务差错事件发生率、药学服务质量评分、投诉率、医患纠纷事件发生率.结果 相比于对照组的取药等待时间[（11.87±4.16）min],观察组实施药学服务质量改进措施后的取药等待时间[（7.75±3.29）min]明显缩短（t=10.986,P〈0.05）;观察组对药房环境、药剂师态度、就诊的满意度分别为97.50％、96.00％、94.50％,对照组则分别为84.50％、82.50％、82.00％,观察组药房环境满意度、药剂师态度满意度、就诊满意度均高于对照组（χ^2=26.635、18.996、15.068,均P〈0.05）;观察组药学服务质量评分（89.65±14.52）分,明显高于对照组的（74.93±10.24）分（t=11.716,P〈0.05）;观察组药学服务差错事件发生率明显低于对照组（χ^2=9.225,P〈0.05）,且其投诉率、医患纠纷事件发生率较对照组明显降低（χ^2=4.737、4.592,均P〈0.05）.结论 落实药学服务质量改进措施,可有效缩短患者的取药等待时间,提高药学服务质量,有利于提高患者亲属对药房环境、药剂师服务态度、就诊情况的评价,进而改善医患关系,减少医患纠纷事件.
Objective To study and explore the influence of pharmacy service quality improvement on the relationship between doctors and patients .Methods Our hospital began to implement the improvement measures of quality in pharmaceutical service since January 2016,200 patients＇families were randomly selected as the observation group by using cluster sampling method during 12 months of 2016.The other 200 cases＇families in the 12 months of 2015 before the implementation of pharmacy services quality improvement measures were randomly selected as control group by using cluster sampling method .The waiting time to get the medicine , the incidence of pharmacy service satisfaction,error event,the quality of pharmaceutical service score ,complaint rate,incidence of medical disputes （this should be clear and concise ） of the two groups were compared by conducting a questionnaire survey .Results The waiting time to get the medicine of the observation group was （7.75 ±3.29） min,which was significantly shorter than （11.87 ±4.16）min of the control group （t=10.986,P〈0.05）.The satisfaction rates for pharmacy pharmacist envi-ronment,attitude,patients in the observation group were 97.50%,96.00%,94.50%,respectively,which were signifi-cantly higher than 84.50%,82.50%,82%in the control group （χ^2 =26.635,18.996,15.068,all P〈0.05）.The pharmacy service quality score of the observation group was （89.65 ±14.52） points,which was significantly higher than （74.93 ±10.24）points of the control group （t=11.716,P〈0.05）.The pharmacy service error event rate of the observation group was significantly lower than that of the control group （χ^2 =9.225,P〈0.05）,and the rate of complaints,the incidence rate of medical dispute cases in the observation group were significantly lower than those in the control group （χ^2 =4.737,4.592,all P〈0.05）.Conclusion Application of pharmacy quality improvement measures is effective in shortening the waiting time and improving the quality of pharmaceutical care ,and it is helpful to improve the family members＇evaluation to pharmacy environment , pharmacists＇service attitude and their visits , thereby improving the relationship between doctors and patients and reducing the disputes between doctors and patients .
出处
《中国基层医药》
CAS
2018年第3期341-344,共4页
Chinese Journal of Primary Medicine and Pharmacy
关键词
药剂科
医院
药学服务
医患关系
Pharmacy service, hospital
Pharmaceutical service
Relationship between doctors and patients
