【摘要】 目的:为提高医院门诊药房患者满意度提供参考。方法:采用单纯随机抽样的方法,向2012年1-4月(干预前)、2012年11月-2013年2月(干预后)每天10:30至13:30到门诊药房取药的患者发放"门诊药房患者满意度调查表",基于模糊评价模型对患者满意度进行分析。结果与结论:共回收有效表格5 417份,其中干预前2 718份、干预后2 699份。分析发现提高患者满意度最需要改进的因素是发药速度、服务用语和用药交代。通过加开发药窗口、缩短常用药取药距离、强化药师的服务意识等,患者对门诊药房的满意度从85.93%提高到了89.36%。更多还原

【Abstract】 OBJECTIVE:To provide reference for the improvement of patient’s satisfaction in outpatient pharmacy. METHODS:By simple random sampling,"patient’s satisfaction questionnaires of outpatient pharmacy"were distributed to patients who got drugs from outpatient pharmacy from 10:30 to 13:30 during Jan.-Apr. in 2012(before intervention)and Nov. 2012-Feb. 2013(after intervention). Based on fuzzy evaluation model,the satisfaction of patients was analyzed. RESULTS & CONCLUSIONS:A total of 5 417 valid questionnaires were collected,among which there were 2 718 questionnaires before intervention and 2 699 questionnaires after intervention. The patient’s satisfaction of outpatient pharmacy should be improved in respects of dispending speed,service sentences and medication guidance;and it could be improved by adding dispensing windows,shortening the distance of getting common drugs and strengthening service awareness,etc. The satisfaction rate of patients increased from 85.93% to 89.36%.更多还原