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目的:利用业务流程再造优化门诊药房工作流程,为患者提供更好的服务。方法:依据门诊药房工作特点,分析旧流程中存在的问题,通过合并、调整、优化,设计并实施新流程。结果:实施新流程后,发药区与调配区完全隔断,采取自助刷卡缴费、取号排队,使患者排队时间明显缩短、取药环境得到改善、用药安全获得保证。结论:新流程的实施提高了药学服务质量。
OBJECTIVE: To optimize the out-patient pharmacy workflow with business process reengineering to provide better service to patients. Methods: Based on the characteristics of outpatient pharmacy work, the problems existing in the old process were analyzed, and the new process was designed and implemented through merging, adjusting and optimizing. Results: After the implementation of the new process, the dispensing area and the dispensing area were completely cut off. Self-service credit card payment was taken and queuing numbers were taken. The queuing time of patients was significantly shortened, the medication taking environment was improved and the medication safety was secured. Conclusion: The implementation of the new process has improved the quality of pharmacy services.