| 我院门诊药房规范操作与人性化服务之契合浅析 |
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| 引用本文： | 潘宝娟. 我院门诊药房规范操作与人性化服务之契合浅析[J]. 中国药房, 2011, 0(29): 2778-2779 |
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| 作者姓名： | 潘宝娟 |
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| 作者单位： | 河南开封市妇产医院药械科; |
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| 摘 要： | 目的:浅析我院门诊药房规范操作与人性化服务之契合的特点,供同行交流。方法:通过对我院门诊药房传统工作模式进行分析,以药师自查形式结合工作中常见问题以及患者建议,设计并建立门诊药房药师规范服务流程。结果:借鉴移动通讯服务行业成熟的服务礼仪规范,建立门诊药房规范服务流程,规范服务流程体系(分工明确化、操作标准化、用语规范化、观念更新化等)可实现规范操作与人性化服务之契合。结论:该流程体系提升了门诊药房服务质量,达到了减少医患不和谐关系事件的目的。
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| 关 键 词： | 门诊药房 规范操作 人性化服务 |
Integration between Standard Operation and People-oriented Service in Outpatient Pharmacy of Our Hospital |
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| PAN Bao-juan. Integration between Standard Operation and People-oriented Service in Outpatient Pharmacy of Our Hospital[J]. China Pharmacy, 2011, 0(29): 2778-2779 |
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| Authors: | PAN Bao-juan |
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| Abstract: | OBJECTIVE:To analyze the characteristics of integration between standard operation and people-oriented service in outpatient pharmacy of our hospital. METHODS:By analyzing traditional working model of outpatient pharmacy in our hospital,standard pharmacist service procedure of outpatient pharmacy was designed and established,basing on pharmacist self-inspection,common problems and patient's suggestions. RESULTS:Referring to mature service etiquette regulation of mobile communication service industry,standar... |
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| Keywords: | Outpatient pharmacy Standard operation People-oriented service |
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