【摘要】 目的:了解患者的卫生服务需求,为门诊药房优化窗口服务提供参考依据。方法:随机调查200名患者对排队取药的评价,并进行单因素方差分析;利用排队法比较单列多窗口与多列多窗口患者的平均等待时间,从中优选排队规则。结果:对排队的正面评价,在顺畅性和关切性方面女性患者评价显著低于男性患者(P<0.05);在关切性方面,年轻患者评价显著低于年长患者(P<0.05);顺畅性、关切性、沟通性、便利性的CronbachAlpha信度分别为0.927、0.993、0.928、0.958;单列多窗口为优选排队规则。结论:优化的门诊药房窗口服务包括采用单列多窗口的排队规则,增加与女性和年轻患者的沟通,改善排队人性化服务设施,适时调节窗口工作人员的工作强度等。更多还原

【Abstract】 OBJECTIVE:To probe into patients’ demands on medical services for reference of optimizing the window services in outpatient pharmacy.METHODS:200 outpatients were randomly sampled for investigation about their evaluation on the queuing for medicine,and the results were given single-factor analysis of variance.Queuing method was employed to compare patients’ mean waiting time between single-row multiwindow and multi-row multiwindow so as to optimize the queuing rule.RESULTS:With regard to the positive evaluation on queuing for medicine,females held a markedly lower evaluation toward the smooth flow and concern than did males (P<0.05);in terms of concern,the younger patients held a markedly lower evaluation than did elder patients (P<0.05).The Cronbach Alpha reliabilities of smooth flow,concern,communication and convenience were 0.927,0.993,0.928,and 0.958,respectively.Mono-row multiwindow was the optimal queuing rule.CONCLUSIONS:The optimization of the window service in outpatient pharmacy can be achieved by adopting mono-row multiwindow queuing rule,enhancing communication with female and younger patients,improving the humane service infrastructure for patients’ queuing and timely ease of the working intensity of employees in window service.更多还原