中药房管理中中药质量规范化管理应用研究
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R197.323

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Study on Application of Standardized Management of Chinese Medicine Quality in Chinese Medicine Pharmacy Management
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    摘要:

    目的:研究中药房管理中中药质量规范化管理的实际应用。方法:2018 年7—12 月中药质量规范化管理实施后随机抽取210 例患者进行调查,同时选取2018 年1—6 月为中药质量规范化管理实施前随机抽取210 例患者进行调查,比较中药质量规范化管理实施前后的患者便利度、医患关系改善、整体满意度,以及代煎代送服务满意度和投诉率。结果:中药质量规范化管理实施后便利度为81.43%,高于实施前60.95%,差异有统计学意义(P<0.05)。实施医院管理后,医患关系评分较前改善,差异有统计学意义(P<0.05)。服务满意度实施前为85.24%明显低于实施后的100%,差异有统计学意义(P<0.05)。通过实施管理措施后,代煎代送服务满意度明显高于实施前,差异有统计学意义(P<0.05)。患者投诉率9 至12 月分别为12 例(5.71%)、9 例(4.29%)、8 例(3.81%)、4 例(1.90%),9 月投诉率高于12 月投诉率,差异有统计学意义(χ2=4.158 4,P=0.041<0.05)。结论:通过对中药房管理中中药质量规范化管理提出各项解决对策,从而将医患关系、患者便利、代送服务、科室管理以及全员意识与能力进行提升,促使患者对中药房管理感到满意。

    Abstract:

    Abstract: Objective: To study the practical application of standardized management of Chinese medicine quality in Chinese medicine pharmacy management. Methods:A total of 210 patients were randomly selected from July to December 2018 after the implementation of standardized management of Chinese medicine quality, and 210 patients were randomly selected from January to June 2018 before the implementation. The patient convenience, improvement of doctor- patient relationship,overall satisfaction and the service satisfaction of substitute decoction and delivery as well as complaint rate before and after the implementation were compared. Results: The convenience after the implementation of standardized management of Chinese medicine quality was 81.43%,higher than that of 60.95% before the implementation, the difference being significant(P<0.05). After hospital management,the score of doctor-patient relationship was improved when compared with that before, the difference being significant(P<0.05). The service satisfaction before the implementation was 85.24%,significantly lower than that of 100% after the implementation,the difference being significant (P<0.05). After the implementation, the satisfaction of the service was significantly higher than that before the implementation,the difference being significant(P<0.05). From September to December,the complaint rates were 5.71% (12 patients),4.29%(9 patients),3.81%(8 patients)and 1.90%(4 patients) respectively;the complaint rate in September was higher than that in December,the difference being significant(χ 2=4.158 4,P=0.041<0.05). Conclusion:By various solutions to the standardized management of Chinese medicine quality in Chinese medicine pharmacy management, the doctorpatient relationship,patient convenience,delivery service,department management and the consciousness and ability of all staffs can be improved to make patients satisfied with the management of Chinese medicine pharmacy.

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许银银,徐洪锋.中药房管理中中药质量规范化管理应用研究[J].新中医,2020,52(18):208-211

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  • 在线发布日期: 2020-09-20
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