目的：探讨医院药房药品管理服务创新模式的建设与实践效果。方法创建药房药品管理服务的新模式，改进与药房相关的服务内涵、服务支持和服务窗口等流程2年，调查并分析患者满意度、医护人员满意度、购药时间、药品投诉率。结果与创建前比较，患者和医护人员的满意度明显提高（ P＜0.05），购药等候时间明显缩短，药品投诉率明显降低，差异均有统计学意义（ P＜0.01）。结论创建药房药品管理服务的新模式可促进药品管理更具规范性及科学性，提高药品管理水平，有利于保证患者用药的安全、经济、有效，并维护医院严谨的工作形象。%Objective To observe the effect of construction of the drug management service innovation mode in our hospital pharmacy on the feelings of patients in visiting hospital. Methods The new mode of drug management service was established,the processes of phar-macy related service contents,service support and service windows were improved for 2 years,the patients satisfaction,medical staff satisfaction,drug purchase time and drug complaint rate were observed. Results Compared with before establishment,the satisfaction de-grees of patients and medical staff were significantly increased( P < 0. 05);the drug purchase waiting time was significantly shortened, The drug complaint rate was significantly decreased,the difference was statistically significant( P < 0. 01). Conclusion Creating the new mode of pharmacy drug management services promotes the drug management more standardization and scientificity,increases the drug management level,conduces to ensure the safety,economy and effectiveness of patients medication,and maintain the rigorous working im-age of hospital.
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