住院药房药学服务满意度调查与分析

目的:为满足解放军总医院第五医学中心(以下简称“我院”)住院药房实际工作的需要,优化药学部药学服务质量,提高药学服务满意度。方法:采取随机抽样的方法,收集我院28个临床科室工作人员关于药学服务满意度的调查问卷。采用利克特量表,设置态度分值,通过Microsoft Excel软件对评分进行统计分析。结果:收集有效问卷226份,满意度平均得分>4.3分;病区对住院药房的药学服务基本满意,用药咨询评分最低,仅为(4.38±0.49)分,发药准确度(4.44±0.89)分]和有效沟通(4.84±0.39)分]方面有待提高。结论:我院各科室对住院药房的药学服务基本满意,问题主要体现在用药咨询和发药准确度等方面,整体药学服务质量还有一定的上升空间。

Investigation and Analysis on Satisfaction of Pharmaceutical Care in Inpatient Pharmacy

OBJECTIVE:To meet the demand of practice work in inpatient pharmacy of Fifth Medical Center of China PLA General Hospital(hereinafter referred to as“our hospital”),optimize the quality of pharmaceutical service in pharmacy department and improve the satisfaction of pharmaceutical service.METHODS:Random sampling was adopted to collect the questionnaires about the satisfaction of pharmaceutical services among the medical staff of 28 clinical departments in our hospital.The Likert scale was used to set the attitude score,and the score was statistically analyzed by Microsoft Excel software.RESULTS:226 valid questionnaires were collected,with the average satisfaction score was>4.3 scores;the inpatient ward was basically satisfied with pharmaceutical services in the inpatient pharmacy,the satisfaction score of medication consultation was the lowest,only(4.38±0.49)scores,the satisfaction degree on accuracy of drug delivery(4.44±0.89)scores]and effective communication(4.84±0.39)scores]needed to be improved.CONCLUSIONS:Clinical departments in our hospital are basically satisfied with pharmaceutical services in the inpatient pharmacy,problems are mainly reflected in the medication consultation and the accuracy of drug delivery,which indicates there is still room for the improvement of the quality of overall pharmaceutical services.