頁籤選單縮合
| 題 名 | 提升門診領藥流程滿意度專案=The Project of Elevating Satisfaction of Medicine Receiving Process |
|---|---|
| 作 者 | 陳志明; 許雅婷; 林沛靜; | 書刊名 | 藥學雜誌 |
| 卷 期 | 36:1=142 2020.03[民109.03] |
| 頁 次 | 頁129-135 |
| 分類號 | 419.39 |
| 關鍵詞 | 門診領藥; 領藥流程; 滿意度; 藥事服務; 服務態度; 藥物衛教; |
| 語 文 | 中文(Chinese) |
| 中文摘要 | 過去國內外多篇文獻發現,縮短病人等候時間、增進藥師的良好態度,可以讓病人對整體藥事服務滿意度有顯著提升。本專案是以領藥的整體流程做探討與改善,分為四大面向,涵蓋領藥等候時間、處方單對應單位、藥師服務態度以及藥袋用藥說明,用以了解並改善顧客對本院門診的藥事服務滿意度。 本專案於2013年6月底用問卷 ( 附表) 調查門診病人領藥的滿意度,以領藥單張與流程面向的滿意度最低,僅59.6%。本院在外部顧客的滿意度之標準設定為85%,因此決定對策來改善。對策分為三項,第一項是在電腦系統上處方單的字體做改變;第二項為跨單位與門診跟診人員合作,在處方單上做標記;第三項則為增設藥物諮詢櫃檯,提供病人用藥解說及衛教。 在7月初實施對策後,為期一個月繼續追蹤實施情況,於8 月初進行第二次門診病人領藥的滿意度調查,結果在各面向的滿意度皆有提昇,且在面向2 的領藥單與流程滿意度從59.6% 上升至87.8%,已達到目標值85%。整體滿意度平均值由69.24% 上升至83.58%。因尚未達到目標值85%,而進行第二次的改善,目標為改善病人領藥的等候時間。歷經二次的改善結果,領藥等候時間的滿意度上升為91.6%,整體滿意度平均值95.9%。 |
| 英文摘要 | Many domestic and foreign literatures showed that shorten patient's waiting time and pharmacist's good attitude can bring whole pharmaceutical service to significantly improvement of satisfaction. This project is discussed and improved the whole process to receive medicines. There are four aspects, including the waiting time to receive medicine, the corresponding department of prescription, the service attitude of pharmacist and the medicine instruction of medicine bag to understand and improve the patient's pharmaceutical service satisfaction. This project's satisfaction is surveyed by OPD patient; in the end of June 2013, it showed the lowest satisfaction is with prescription list and the process. It's only 59.6%. The satisfaction standard of our hospital external customer is 85%; therefore, this project is going to improve this aspect. There are three strategies; first of all, changing the font of the prescription list, secondly is the cooperation between the department and the OPD attendance, which is to make mark on the prescription list; third, set up the drug information center to do the patient education. We kept tracking the progress status one month after implementing this strategy in July. In August, we surveyed OPD's satisfaction of receiving medicine for the second time, the results showed improvement on all aspects' satisfaction, moreover, the satisfaction of receiving prescription list and the process raised from 59.6% up to 87.8% and achieved the target value 85%. The average value of overall satisfaction raised from 69.24% up to 83.58%. Because it did not achieve the target value 85%, the second improvement to improve the patient's waiting time was conducted. After all, the patients' satisfaction with the waiting time of medicine reached 91.6%, and the overall satisfaction rate increased from 83.58% to 95.9%. |
本系統中英文摘要資訊取自各篇刊載內容。