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目的:探讨和分析药剂科服务质量改进对改善医患关系的效果。方法:随机选取温州市中西医结合医院2014年4月~2015年3月间药剂科受理过相关业务的对象130例为对照组,施行常规服务;选取施行服务质量改进后,2015年4月~2016年3月间药剂科受理过相关业务的对象130例为观察组,比较分析两组研究对象对药师满意度情况、服务满意度情况和平均取药时间和药剂科医患纠纷发生率情况。结果:施行服务质量改进后的观察组研究对象对药师的满意程度和对服务的满意程度均明显优于对照组(P<0.05),平均取药时间明显短于对照组(P<0.05),医患纠纷发生率明显低于对照组(P<0.05)。结果:对药剂科进行服务质量改进能明显改善医患关系,得到了患者及家属的满意认可,取得了良好效果。
Objective: To explore and analyze the effect of improving the service quality of pharmacy to improve the relationship between doctors and patients. Methods: 130 randomly chosen subjects from Wenzhou Traditional Chinese and Western Medicine Hospital between April 2014 and March 2015 were selected as the control group, and received routine services. After the quality of service was improved, from April 2015 to April 2015, In March 2016, 130 subjects who received relevant business from the Pharmacy Department were selected as the observation group. The satisfaction degree, service satisfaction, average taking time and the incidence rate of the doctor-patient disputes between the two groups were compared. Results: The satisfaction of the pharmacists and satisfaction with the service group were significantly better than that of the control group (P <0.05), and the average taking time was significantly shorter than that of the control group (P <0.05) The incidence of doctor-patient disputes was significantly lower than that of the control group (P <0.05). Results: The improvement of service quality for pharmacy department can significantly improve the relationship between doctors and patients, and has been satisfactorily approved by patients and their families and has achieved good results.