CAJ | 학술논문

目的：探讨人性化管理理念在门诊西药房中的应用价值。方法选取医院门诊西药房2013年7－12月和2014年1－6月实施人性化管理理念前后收治的200例患者和在职的50名药师作为研究对象，比较实施人性化管理前后患者的取药等候时间以及西药房的服务水平。结果实施人性化管理理念前后，患者的取药等候时间和药师交代特殊用药相关事项、服务态度、礼貌用语以及配发药物准确性评分比较，差异均有统计学意义（均P＜0.05）。结论对门诊药房实施人性化管理理念，不仅有效缩短了患者的取药等候时间，同时也提高了患者对西药房服务的满意度。
목적：탐토인성화관리이념재문진서약방중적응용개치。방법선취의원문진서약방2013년7－12월화2014년1－6월실시인성화관리이념전후수치적200례환자화재직적50명약사작위연구대상，비교실시인성화관리전후환자적취약등후시간이급서약방적복무수평。결과실시인성화관리이념전후，환자적취약등후시간화약사교대특수용약상관사항、복무태도、례모용어이급배발약물준학성평분비교，차이균유통계학의의（균P＜0.05）。결론대문진약방실시인성화관리이념，불부유효축단료환자적취약등후시간，동시야제고료환자대서약방복무적만의도。
Objective To explore the application value of humanized management concept in outpatient pharmacy. Methods Selected in outpatient pharmacy of the hospital from July to December 2013 and January 2014 to 6 month implementation of humanized management concept before and after treated 200 cases of patients and serving 50 pharmacists as the object of study,is the implementation of the humanized management before and after patients take medicine waiting time and pharmacy service level.Results Before and after the implementation of humane management, patients waiting for getting drug,and pharmacists told special medication related matters,service attitude,polite and dispensing medicines accuracy scores al had statistical significance(P<0.05).Conclusion The actualizing of humanistic management idea in the outpatient pharmacy,not only effectively shortens the waiting of patients to get drug,but improve OPD pharmacy’s service satisfaction.