何文琼 徐骞 杨嘉永 刘风

[摘要] 目的 探討优化门诊药房服务流程对缩短患者取药等候时间及提高满意度的影响。 方法 收集门诊药房2018年平均每日各时间段取药人数与上班人数的情况。抽取我院2018年1月至2019年5月门诊患者作为研究对象，收集优化服务流程后的患者取药等候时间、完成取药时间、取药效率、患者满意度情况、处方出现频率。 结果 与调整前取药高峰上班人数比较，调整后高峰上班人数增加，患者取药等候时间缩短;近800种药品中，关联度较高的有120余种;有150余种在处方中出现的频率远高于其他品种;优化服务流程后，高峰期取药时间缩短，取药效率提升;与服务流程优化前相比，在10 min内完成取药比例大幅提升;优化服务流程后，患者取药的等候时间由超过15 min下降到10 min以内，差异有统计学意义（P<0.05），患者各项满意度评分均较优化前高（P<0.05）。 结论 通过对医院门诊处方量进行深入分析和深层次挖掘，有助于管理者改善门诊服务流程;同时，通过对门诊处方量的实时监测、提前预警，实现了动态安排上岗人员。以上措施有助于医院实现数字化、精细化、智能化的管理。

[关键词] 门诊药房;商业智能;取药等候时间;服务流程;优化

[中图分类号] R288          [文献标识码] B       ;   [文章编号] 1673-9701（2021）32-0159-05

[Abstract] Objective To explore the impact of optimizing the service process of outpatient pharmacies on shortening the waiting time of patients for fetching medicine and improving satisfaction. Methods The average daily number of people with medicine-fetch and the number of people at work in outpatient pharmacies in 2018 were collected. The outpatients in our hospital from January 2018 to May 2019 were selected as the research objects. The waiting time for patients to receive medicines after optimizing the service process was collected. The time to complete medicine-fetch， the efficiency of medicine-fetch， patient satisfaction， and frequency of prescriptions. After collecting and optimizing the service process， the waiting time for patients to pick up the medicine， the time to complete the withdrawal， the efficiency of the medicine-fetch， the patient satisfaction， and the frequency of prescriptions were collected. Results Compared with the number of people working at dispensary peak before adjustment， the peak attendance after the adjustment increased， and the waiting time for patients to pick up the medicine was shortened. Among the nearly 800 drugs， more than 120 were highly correlated， and more than 150 appeared in the prescriptions that appeared more frequently than other species. After the service process was optimized， the peak time for medicine-fetch was shortened， and the medicine-fetch efficiency was improved. Compared with the service process before optimization， the proportion of medicine-fetch within 10 minutes was greatly increased. After the service process was optimized， the waiting time of the medicine-fetch decreased from more than 15 minutes to less than 10 minutes， and the difference was statistically significant（P<0.05）. The satisfaction scores of patients were higher than before optimization（P<0.05）. Conclusion Through in-depth analysis and in-depth mining of hospital outpatient prescriptions， it helps managers improve the outpatient service process. At the same time， through real-time monitoring and early warning of outpatient prescriptions， a dynamic appointment of staff is realized. The above measures will help hospitals realize digital， refined， and intelligent management.

[Key words] Outpatient pharmacy; Business intelligence; Waiting time for taking medicine; Service process; Optimization

在医院综合竞争力的影响因素中，先进的服务理念已经得到越来越多的重视[1]。门诊药房作为医院的重要窗口之一，为患者提供更好的医疗服务，对取得患者的信任、缓解医患关系起着非常重要的作用。……