文章摘要
李相成,赵杉杉,刘丽洁,等.医院静脉用药调配中心电话通信服务的优化及提升措施研究[J].安徽医药,2020,24(11):2320-2324.
医院静脉用药调配中心电话通信服务的优化及提升措施研究
Research on optimization and improvement of telephone communication service in PIVAS
  
DOI:10.3969/j.issn.1009?6469.2020.11.053
中文关键词: 投药,静脉内  给药系统,医院  集中式医院服务  静脉用药调配中心  电话  沟通  满意度
英文关键词: Administration,intravenous  Medication systems,hospital  Centralized hospital services  Pharmacy intravenous admixture service  Call  Communicate  Satisfaction
基金项目:
作者单位E-mail
李相成 青岛大学附属医院静脉用药调配中心山东青岛 266003  
赵杉杉 青岛大学附属医院静脉用药调配中心山东青岛 266003  
刘丽洁 青岛大学附属医院静脉用药调配中心山东青岛 266003  
江凯 青岛大学附属医院静脉用药调配中心山东青岛 266003  
张庆龙 青岛大学附属医院静脉用药调配中心山东青岛 266003  
冷萍 青岛大学附属医院静脉用药调配中心山东青岛 266003 18661808926@163.com 
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中文摘要:
      目的探讨医院静脉用药调配中心(PIVAS)电话通讯服务的优化措施,以提升服务质量和沟通效率。方法统计青岛大学附属医院 PIVAS 2017年 1—6月(改进前)临床满意度,收集青岛大学附属医院 PIVAS 2017年 7月 1—31日(改进前)每日电话通信信息,记录通话时间、沟通科室和通话内容。针对各类通话内容进行优化。统计各临床科室的日均通话时间和常见通话内容,根据各临床科室实际情况,设立多个小组分析讨论后,到相应科室进行沟通和培训。收集 2017年 10月 1—31日(改进后)每日电话通信相关信息,统计 2018年 1—6月(改进后)临床满意度,比较改进效果。结果优化后临床科室对我院 PIV? AS电话通信服务的满意度由 78.3%提升至 94.2%,日均通话时间由 62.080 min降至 31.313 min。结论优化电话通讯服务,有利于 PIVAS更好地为临床服务、降低医院消耗成本,有利于提高临床满意度。
英文摘要:
      Objective To investigate the optimization of telephone communication service in PIVAS to improve service quality andcommunication efficiency.Methods The clinical satisfaction of PIVAS in the Affiliated Hospital of Qingdao University from Janu? ary to June 2017(before Improvement)was collected.The daily telephone communication information of PIVAS of Qingdao Univer? sity Affiliated Hospital from July 1?31,2017(before improvement)was collected,and the time of the call,the communication de? partment and the content of the call were recorded.All kinds of calls were optimized according to the contents.The average dailycall time and common call content of each clinical department were counted.According to the actual situation of each clinical de?partment,a number of groups were set up for analysis and discussion,and then the communication and training were conducted inthe corresponding department.Daily telephone communication related information was collected from October 1 to 31 2017(after im? provement),clinical satisfaction was calculated from January to June 2018(after improvement),and the improvement effect was compared Results After optimization,the satisfaction of clinical departments on PIVAS telephone communication service in ourhospital increased from 78.3% to 94.2%,the average daily call time decreased from 62.080 min to 31.313 min.Conclusion The optimization of telephone communication service is conducive to the better clinical service of PIVAS,the reduction of hospital con? sumption cost and the improvement of clinical satisfaction.
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