CAJ | 학술논문

目的：探讨某院门诊西药房影响服务质量的因素，总结改善方法。方法以某院门诊西药房为研究对象，对其服务现状进行观察研究，对工作人员、患者分别进行调查，并据结果提出对策。结果药房存在工作人员配置相对不足、时间分配不均现象；患者人数太多、等待时间过长是影响服务质量的重要因素；具有药师职业资格者其配药时间、患者满意度相对较高。结论药房应积极增加窗口、增加人员配置，提升工作人员业务水平，并积极转变服务理念，为患者提供咨询、指导、处方审核等全方位服务，通过加强管理实现全面提升药房服务质量的目的。
목적：탐토모원문진서약방영향복무질량적인소，총결개선방법。방법이모원문진서약방위연구대상，대기복무현상진행관찰연구，대공작인원、환자분별진행조사，병거결과제출대책。결과약방존재공작인원배치상대불족、시간분배불균현상；환자인수태다、등대시간과장시영향복무질량적중요인소；구유약사직업자격자기배약시간、환자만의도상대교고。결론약방응적겁증가창구、증가인원배치，제승공작인원업무수평，병적겁전변복무이념，위환자제공자순、지도、처방심핵등전방위복무，통과가강관리실현전면제승약방복무질량적목적。
Objective To explore the factors affecting service quality in outpatient pharmacy in a hospital, and to summarize the improvement methods. Methods An outpatient pharmacy for western medicine in a hospital was selected as the research subject. Its service was observed and studied, its staff and patients were surveyed and related measures were proposed according to study results.ResultsInsufficient staff allocation and uneven time arrangement could be seen in the pharmacy; Excessive number of patients and long waiting time were the key factors affecting the service quality; dispensing time of pharmacists with occupational qualification was shorter and patients’ satisfaction towards them was higher.Conclusion The pharmacy should open more service windows and allocate more staff members, and enhance service capabilities of staff members. Service concepts should be changed actively, and therefore provide a full range of service such as consultation, guidance and prescription verification for patients. In addition, management should be strengthened so as to realize the target of comprehensively improving the service quality of the pharmacy.