CAJ | 학술논문

目的：调查病房药房的服务满意度，通过持续改进，提高药剂科对临床的服务质量。方法：采取自制问卷调查方法，对服务态度、沟通技巧、药品供应、摆药准确率、工作流程、纠错主动性六个方面进行调查，提出改进措施。结果：通过对直接服务对象的调查，发现了病房药房在服务方面存在的不足，进而提出针对性整改措施，逐步提高病房药房的服务满意度。结论：自制调查表可根据调查目的真实反映药剂科的工作质量，发现不足，整改可行性较强诸项管理举措包括改变服务理念、树立大局意识、提高沟通技巧等3方面，通过此次整改，提高了临床和患者对病房药房的满意度。
목적：조사병방약방적복무만의도，통과지속개진，제고약제과대림상적복무질량。방법：채취자제문권조사방법，대복무태도、구통기교、약품공응、파약준학솔、공작류정、규착주동성륙개방면진행조사，제출개진조시。결과：통과대직접복무대상적조사，발현료병방약방재복무방면존재적불족，진이제출침대성정개조시，축보제고병방약방적복무만의도。결론：자제조사표가근거조사목적진실반영약제과적공작질량，발현불족，정개가행성교강제항관리거조포괄개변복무이념、수립대국의식、제고구통기교등3방면，통과차차정개，제고료림상화환자대병방약방적만의도。
Objective:To improve the service quality of pharmacy through continuous improvement, we investigate the dispensary for inpatients' work quality. Methods:Self-designed questionnaire was used to investigate service attitude, communication skills, drug supply, dispensing accuracy rate, protocol and error correction attitude, in order to propose the improving measurements. Results: We find the deficiency of service and propose target measurements in the dispensary for inpatients by investigation with direct service object, and then improve the service satisfaction. Conclusion: Self-made questionnaire according to the survey objective reflects the quality of service and deficiency. Changing the service concept, set the overall situation, improve communication skills are feasibility of corrective actions. By this activity, it promotes satisfaction degree for the clinic and patients in dispensary for inpatients.