利用流程再造优化门诊药房服务.pdfVIP

·药房管理· 利用流程再造优化门诊药房服务 1＊ 2 1 匡长春 ，谢 峻 ，刘 宏 （1.广州军区武汉总医院药剂科，武汉市 430070；2.广州军区武汉总医院医务部，武 汉市 430070） 中图分类号 R952 文献标识码 C 文章编号 1001-0408（2011）05-0418-03 摘 要 目的：利用业务流程再造优化门诊药房工作流程，为患者提供更好的服务。方法：依据门诊药房工作特点，分析旧流程中 存在的问题，通过合并、调整、优化，设计并实施新流程。结果：实施新流程后，发药区与调配区完全隔断，采取自助刷卡缴费、取号 排队，使患者排队时间明显缩短、取药环境得到改善、用药安全获得保证。结论：新流程的实施提高了药学服务质量。 关键词 门诊药房；流程再造；优化；药学服务 Optimization of Pharmaceutical Care in Outpatient Pharmacy by Business Process Reengineering KUANG Chang-chun ，LIU Hong （Dept. of Pharmacy ，Wuhan General Hospital of Guangzhou Military Com- mand ，Wuhan 430070，China ） XIE Jun （Dept. of Medical Affair ，Wuhan General Hospital of Guangzhou Military Command ，Wuhan 430070， China ） ABSTRACT OBJECTIVE ：To optimize work process of outpatient pharmacy by business process reengineering and to provide better services for patients. METHODS ：Based on the characteristics of outpatient pharmacy ，we had analyzed the previous process and designed and implemented new process by combination ，adjustment and optimization. RESULTS ：After the implementation of new processes ，drug distribution district was separated from drug dispensary district completely. The queueing time of patients for self-help payment by credit card ，taking number had been significantly shortened ，the environment of getting medicine had been im- proved and safety of drug use had been insured. CONCLUSION ：Quality of pharmaceutical care has been improved by the imple- mentation of new work process. KEY WORDS Out patient pharmacy ；Business process reengineering ；Optimization ；Pharmaceutical care 业务流程再造（Business process reengineering ，BPR ）是在 组、增加、改变、简化等策略，对旧流程进行优化。根据再造程 20世纪90年代由美国麻省理工学院教授迈克尔·哈默（M · 度不同，流程再造可分为系统化改造法和全新设计法。系统 Hammer ）首次提出，其核心就是“对企业程序的最根本的重新 化改造法首先辨析理解现有流程，在此基础上系统创建出所 思考和最彻底的重新设计，以达到当代重要绩效衡量方面如 需的新流程。这种方式的优点在于变革是渐进的，收效迅速， 成本、品质、服务和速度上获得显