摘要
目的探究药剂科服务质量改进后对医患关系变化的影响。方法选取了2013年1月~2014年1月药剂科服务质量改进前的150例患者为对照组,2014年2月~2015年2月药剂科服务质量改进后的150例患者为观察组,对比分析两组患者各项服务指标。结果质量改进后,观察组取药时间显著低于对照组,观察组患者对药剂师满意度、对药房环境的满意度以及就诊满意度显著高于对照组患者,发生医患纠纷的数量显著低于对照组,差异均有统计学意义(P<0.05)。结论药剂科服务质量改进,能明显提高患者就医满意度,减少医患纠纷。
Objective To explore the influence of service quality improvement of pharmacy department on the relationship between doctors and patients.Methods Selected150patients before the improvement of the pharmacy department service quality as control group from January2013to January2014in our hospital,150patients after the improvement of the pharmacy department service quality as the observation group from February2014to February2015,compared and analyzed the two groups of patients with various indicators of service.Results The quality improvement of the observation group,the time oftaking the medicine was significantly lower than that of the control group,the pharmacist satisfaction/the satisfaction of the pharmacy environment/Patient satisfaction were significantly higher than those of the control group,the number of medical disputes was significantly lower,the differences were statistically significant(P<0.05).Conclusion Pharmacy service quality improvement,can significantly improve patient satisfaction,reduce the doctor-patient dispute.
作者
牟联琼
MU Lian-qiong(Department of Pharmacy, The Fifth People's Hospital of Wanzhou District, Chongqing 404020, China.)
出处
《中国处方药》
2017年第3期41-42,共2页
Journal of China Prescription Drug
关键词
药剂科
服务质量改进
医患关系
满意度
Pharmacy
Service quality improvement
Doctor-patient relationship
Satisfaction
