门诊药房流程再造的要素分析及成效评估.PDFVIP

·药房管理· 门诊药房流程再造的要素分析及成效评估 吴加娣＊，茅 渊#，孙家艳（江苏省苏北人民医院药剂科，江苏 扬州 225001） 中图分类号 R95 文献标志码 A 文章编号 1001-0408（2013）37-3475-03 DOI 10.6039/j.issn.1001-0408.2013.37.08 摘 要 目的：对医院药房流程再造的关键性要素进行分析，并借助其结果评估成效。方法：调查门诊药房流程再造前存在的问 题，分析时间效率、队列长度、流程合理性、作业强度、差错发生率等关键性要素，运用信息化改造、优化药房布局、调整发药窗口、 改进作业流程等多种办法，实施流程再造，并借助台账资料、抽样调查和信息化手段对流程再造后的成效进行评估。结果：通过流 程再造后药房调配效率提高，窗口排队现象缓解，内差、外差发生率与患者投诉率分别下降52.4％、41.2％与63.2％，药师工作适应 性增强。结论：门诊药房开展的流程再造的成效明显，有临床推广意义。 关键词 门诊药房；调剂；流程再造；要素分析；成效评估 Factors Analysis and Effectiveness Evaluation of Process Reengineering in Outpatient Pharmacy WU Jia-di，MAO Yuan，SUN Jia-yan（Dept. of Pharmacy，Subei People’s Hospital of Jiangsu Province，Jiangsu Yangzhou 225001，China） ABSTRACT OBJECTIVE：To analyze the key factors of process reengineering in outpatient pharmacy and evaluate the effective- ness according to the results. METHODS：The problems which existed before process reengineering were investigated. The key fac- tors such as time efficiency，length of the queue，rationality of the process，work intensity，the incidence of errors were analyzed. The process reengineering was implemented by methods such as applying information transformation，optimizing the layout of the pharmacy and the dispensing window，improving dispensing process. The effectiveness of process reengineering was evaluated by ledger data，sampling survey and information means. RESULTS：The dispensing efficiency was improved. The phenomenon of queuing was eased. The incidences of interior and exterior error，the rate of patient complaint were decreased by 52.4％，41.2％ and 63.2％，respectively. The work adaptability of pharmacists was enhanced. CONCLUSIONS：The effectiveness of process reengi- neering is obvious，so it is meaningful to be popularized and applied. KEY WORDS Outpatient pharmacy；Dispensing；Process reengineering；Factors analysis；Effectiveness evaluation ???????????????????????????????