| BackgroundIn 2017,“The notice on strengthening pharmaceutical management transformation pharmaceutical service mode” issued by the national health and family planning commission,Which required the health departments at all levels to strengthen the guidance of medical institutions to complete the indicator system that combined pharmaceutical services with the construction of key clinical specialties,regular assessment of physicians and evaluation of hospitals.Meanwhile the Chinese association of pharmacists had promulgated “the evaluation standard for the competency of pharmaceutical services(trial)”,Which aimed to improve the pharmaceutical service capacity of pharmaceutical personnel and the quality of pharmaceutical service in the hospitals.The outpatient pharmacy is the main component of hospital pharmacy,How to construct the scientific and reasonable service quality evaluation system of outpatient pharmacy? Can it adapt to the practice of outpatient pharmacy service?Those problems will be resolved in this study.ObjectivesUsing the qualitative and quantitative methods to combine the status of out-patient pharmacy services in Shanxi Province,and select the primary outpatient pharmacy service quality indicators.Which could be used to measure the weight coefficients to calculate to construct a scientific and reasonable outpatient pharmacy service quality evaluation system.Finally,an empirical study was conducted on the outpatient pharmacy service quality systemin Shanxi Province,which provided policy recommendations for the supervision of the government administrative department and hospital management.MethodsBased on literature review and previous research,combined with the current situation of out-patient pharmacy services to firstly select the primary out-patient pharmacy service quality indicators in Shanxi Province.Using the Delphi method,the coefficient of variation method and the indicators clustering method to analyze the importance of primary indicators,degree of dispersion and representative,to determine the common indicators of the three methods;The subjective and objective methods were used to determine the indicators weights,such as subjective evaluation method and standard deviation method.Finally,the factor analysis method was evaluated the quality of outpatient pharmacy service system in Shanxi province.Result1.In the aspect of indicators selection,30 primary indicators were divided into service ability,empathy,thoughtfulness and tangibility,At last,four categorie15 indicators were screened by the selection of three methods,2.The service capacity in the weight of indicators,response to patient service(0.0624)>adequacy of professional counseling(0.0623)> communication skills(0.0616)> clinical judgment(0.0610)> pharmaceutical knowledge and skills(0.0599)> timeliness of error and error feedback(0.0598)> competence(0.0588);For the thoughtfulness,the self-purchase drug guidance in the weight of the comprehensive indicators is 0.0633;For the empathy,Patients' personalized service(0.1434)> the timeliness of the pharmacist's commitment to patients' service completion(0.0628)> respect for patients' privacy(0.0612)> the pharmacist's attention to patient guidance and other services(0.0592)> the timeliness of handling complaints(0.0588);For the tangibility,convenient facilities 0.0645)> drug classified Management(0.0607).3.After comprehensive evaluation by factor analysis method,the empathy had the highest score 3.32 points.Secondly,the tangibility had 2.70 points.Then the service ability had 2.25 points.The thoughtfulness had the lowest scores,Which was only 1.96 points.The scores of outpatient pharmacy service quality from high to low were Yang County People's Hospital,Gaoling District People's Hospital,Hanzhong Second People's Hospital,Zhouzhi County People's Hospital,Jingbian County People's Hospital,Suide County People's Hospital,Zizhou County.People's Hospital,Chang'an District People's Hospital and Chenggu County People's Hospital.Conclusions1.The selected indicators had high importance,sensitivity and representative.2.The method of determining index weight was scientific,comprehensive and accurate;According to the result of index weight,the weight of the individualized service situation of patients and the convenience facilities were the highest,so the evaluation of the quality of outpatient pharmacy service should be strengthened.3.The qualitative and quantitative methods were used to construct the quality index system of outpatient pharmacy service in Shanxi province.And according to the empirical research,The index system had a certain reliability and had the functions of description,evaluation and reference.4.Suggestions on the quality of outpatient pharmaceutical service: Firstly,The construction of pharmaceutical talents should be strengthened and the service capacity of the outpatient pharmacy should be improved;Secondly,The hospitals should strengthen the construction of hospital culture and enhance the thoughtfulness of the outpatient pharmacy;Thirdly,The management system should be established and the quality of the outpatient pharmacy should be improved in the hospitals;Finally,The government should improve the regional health planning and optimize the allocation of pharmaceutical resources. |
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