门诊药房柜台式服务的实践与思考

目的:推行柜台式药房服务模式,提高药房服务质量,促进合理用药。方法:对我院门诊药房建立柜台式服务模式的背景、准备、运行的全过程进行回顾、总结与分析。结果:通过柜台式服务,确立了药房的工作目标和原则;进一步健全和完善了岗位职责、操作规范、标准化服务用语、差错分享制度、纠纷处理预案;提高了药师的服务意识和技巧,强化了药师的责任。结论:柜台式服务模式的实施有利于优良药房服务体系的形成,便于药学服务,体现药师的专业价值,增进医院药学服务的吸引力。

Pondering on Over-the-counter Service Model in the Outpatient Dispensary

OBJECTIVE:To practice over-the-counter service model in the outpatient pharmacy,to improve the phar-macy service quality of pharmaceutical care and to promote rational drug use.METHODS:The background,preparation,procedure and the whole operation courses in establishing the over-the-counter service model in the outpatient dispensary of our hospital were reviewed,summarized and analyzed.RESULTS:The working objectives and principles of the outpatient pharmacy have been established through the over-the-counter service model;pharmacists'position and responsibility,the operation norm,standardized service language,error-sharing system and the solution schemes for disputes have been further improved and consummated;pharmacists'service consciousness and techniques have been improved and their responsibilities have been reinforced.CONCLUSION:The implementation of the over-the-counter service model can facilitate the estab-lishment of excellent service system in the outpatient dispensary,manifest pharmacist'professional value,promote the at-tractive force of pharmaceutical care in hospital.