何春兰　王赛　王小路

【摘要】 目的：研究药房开展优质护理服务的价值。方法：本院将2016年1-12月对药房开展常规护理服务的200例患者设置为对照组，将2017年1-12月对药房配合实施优质护理服务的200例患者设置为观察组。比较两组的药房差错事件、药物不良反应、药患纠纷发生情况以及相关科室的满意度。

结果：观察组的药房差错事件、药物不良反应和药患纠纷发生情况均明显低于对照组，差异均有统计学意义（P<0.05）。观察组临床相关科室的总满意度明显高于对照组，差异有统计学意义（字2=9.017，P=0.003）。结论：在药房实施优质护理服务能够有效减少药房差错事件的发生，降低药物不良反应和药患纠纷发生率，有助于药房工作质量的提高，在临床中推广应用的价值较高。

【关键词】 药房； 优质护理服务

Value Analysis of Quality Nursing Service in Pharmacies/HE Chunlan，WANG Sai，WANG Xiaolu.//Medical Innovation of China，2018，15（27）：0-094

【Abstract】 Objective：To study the value of quality nursing service in pharmacies.Method：A total of 200 patients who received nursing service in pharmacies of our hospital from January to December 2016 were set as control group，and 200 patients who received quality nursing service in pharmacies from January to December 2017 were set as observation group.The pharmacy errors events，adverse drug reactions， drug-patient disputes and satisfaction of related departments were compared between the two groups.Result：The incidence of pharmacy errors events，adverse drug reactions and drug-patient disputes in the observation group were significantly lower than those in the control group，the differences were statistically significant （P<0.05）.The total satisfaction of the clinical related departments in the observation group was significantly higher than that in the control group，the difference was statistically significant （字2=9.017，P=0.003）.Conclusion：The implementation of quality nursing service in pharmacies can effectively reduce the incidence of errors events in pharmacy，reduce the incidence of adverse drug reactions and drug-patient disputes，which is helpful for the improvement of the quality of pharmacy work and the high value of popularization and application in clinical practice.

【Key words】 Pharmacy； Quality nursing service

First-authors address：Xianning Central Hospital，Xianning 437100，China

doi：10.3969/j.issn.1674-4985.2018.27.024

近年來，医疗模式跟随着我国经济和医疗技术水平的持续发展而不断改变[1]，从传统的“政策依赖型”向“市场主导型”转变[2]，因此需要医院在提高医疗技术水平的同时加强对医院工作质量的管理。药房是医院的重要组成结构之一，集经营、服务、管理、技术等于一体的综合性科室[3-5]，不仅要向患者提供质量合格且准确的药品，还需要保证临床用药的安全性，保证医疗费用的经济合理，因此药房中实施有效的服务模式对于服务水平的提高十分重要。为了探究优质护理服务应用在药房中的作用，将2016和2017年度本院药房的情况进行比较，现报道如下。

1 资料与方法

1.1 一般资料 本院将2016年1-12月对药房开展常规护理服务的200例患者设置为对照组，将2017年1-12月对药房配合实施优质护理服务的200例患者设置为观察组。……