門診藥局加值服務之成效評價

Evaluation of Value-Added Service on Medicines Pick-Up at the Outpatient Pharmacy

方喬玲(Chiao-Ling Fang) ； 吳淑娟(Shu-Chuan Wu)

《北市醫學雜誌》 16卷2期 (2019/06) Pp. 131-137

https://doi.org/10.6200/TCMJ.201906_16(2).0004

摘要

目的：同日看診多科別的慢性病人，需花時間於不同領藥窗口領取藥品，流程上除了不便民亦可能造成重複用藥。本文旨在評估門診藥局加值服務，對於同日持多張處方箋領藥病人的影響與其滿意度調查。方法：收集2018年4月1日至7月31日間，同日持有至少兩張待領處方箋且處方箋有刷條碼紀錄的成年病人為研究對象。實施過程分兩階段：第一階段進行科內宣導與跨科室合作；第二階段向病人宣導與推動新的領藥服務流程。以病人滿意度、重複用藥照會醫師處方數與候藥時間，評估執行成效。結果：回收的102份的問卷調查結果顯示，94%（95人）的受訪者覺得此服務對病人「很有幫助」，51%（52人）認為可簡化領藥流程，48%（48人）認為可降低重複用藥。研究期間，藥師發現重複用藥的案件數增加4倍，領藥尖峰時段持至少兩張處方箋領藥的平均候藥時間，從介入前的10分鐘降至7.9分鐘。結論：研究證實新的服務模式可改善病人領藥的品質與效率，推動此服務不需增加人力與物力，是值得繼續推動的高價值服務。

關鍵字

加值服務 ； 重複用藥 ； 領藥

並列摘要

Objective: Patients with multiple specialty clinic visits have to spend additional time to pick up dispensed medicines at different pharmaceutical dispensaries. This may cause duplicative medications in addition to inconveniency. Our study evaluated the impact of value-added service (VAS) on patients holding multiple prescriptions at the ambulatory pharmacy. Methods: We conducted a 2-stage study between April 1 and July 31, 2018. In the first stage (April 1 to April 30), we advocated the VAS among outpatients and communicated with pharmacists and cashier counter staff. In the second stage (May 1 to July 31), we implemented the VAS and surveyed the satisfaction on VAS and its efficacy by evaluating the number of prescriptions and waiting time. Results: A total of 360 questionnaires were distributed and 102 valid questionnaires were returned. Among the respondents, 94% considered the VAS very helpful; 51% felt that the VAS simplifies medicines pick up process, 48% believed that the VAS decreases the chance of duplicative medications. There was a 4-fold increment of the number of duplicative prescription during the research period and the waiting time for patients with at least 2 prescriptions reduced from 10 to 7.9 minutes after intervention. Conclusion: The new service model improved the quality and efficiency on picking up dispensed medicines; the implementation does not require any additional human resource and equipment, and merits promoting continuously.

並列關鍵字

value-added service ； duplicate prescriptions ； pick up medicines