等待时间目标和患者满意度反馈在减少门诊药房处方服务等待时间方面的效果。

The Canadian journal of hospital pharmacy Pub Date : 2024-01-10 eCollection Date: 2024-01-01 DOI:10.42112/cjhp.3438
Yulia Leemanza, Erna Kristin
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引用次数: 0

摘要

背景:印度尼西亚奥恩-索洛-巴鲁医生医院(Dr. OEN SOLO BARU Hospital)门诊药房处方服务的等待时间过长,导致了大量投诉。为缩短等待时间,医院采取了一项干预措施,以确定等待时间目标,并向门诊药房人员提供患者满意度反馈:测量向药剂师提供等待时间目标和患者满意度反馈对减少门诊药房处方服务等待时间的影响:这项准实验研究采用了单组间断时间序列设计。从 "等候病人 "处收集有关等候时间和病人满意度的数据。研究参与者为 35 名员工(6 名药剂师和 29 名技术人员),干预措施包括连续 5 周每周向参与者提供等待时间目标和患者满意度反馈:复方处方的等待时间缩短了 11.13 分钟(17%),非复方处方的等待时间缩短了 12.70 分钟(37%)。从第 0 周到第 4 周,复方处方和非复方处方服务的平均等待时间均有明显变化(p < 0.001)。从第 0 周到第 4 周,患者满意度也有明显变化(p < 0.001)。在处方服务等待时间缩短的同时,患者满意度也明显提高:结论:向药剂师提供等待时间目标和患者满意度反馈的干预措施有助于缩短处方服务的等待时间。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Effectiveness of Wait Time Targets and Patient Satisfaction Feedback in Decreasing Wait Times for Prescription Services in an Outpatient Pharmacy.

Background: Long wait times for prescription services at the Outpatient Pharmacy of the Dr. OEN SOLO BARU Hospital in Indonesia have led to high numbers of complaints. In response, to decrease these wait times, the hospital undertook an intervention to determine wait time targets and provide feedback on patient satisfaction to personnel in the Outpatient Pharmacy.

Objective: To measure the impact of providing wait time targets and patient satisfaction feedback to pharmacists in terms of decreasing wait times for prescription services at the Outpatient Pharmacy.

Methods: This quasi-experimental research study had a single-group interrupted time-series design. Data on wait times and patient satisfaction were collected from "waiting patients". The study participants were 35 employees (6 pharmacists and 29 technicians), and the intervention entailed provision of wait time targets and patient satisfaction feedback to the participants every week for 5 consecutive weeks.

Results: The wait times for prescription services decreased by 11.13 minutes (17%) for compounded prescriptions and by 12.70 minutes (37%) for noncompounded prescriptions. There was a significant change in average wait time for both compounded and noncompounded prescription services from week 0 to week 4 (p < 0.001). There was also a significant change in patient satisfaction from week 0 to week 4 (p < 0.001). Patient satisfaction increased significantly in conjunction with the decrease in wait times for prescription services.

Conclusions: The intervention of providing wait time targets and feedback on patient satisfaction to pharmacists helped to reduce wait times for prescription services.

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