OBJECTIVE

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To provide reference for improving pharmacy service capabilities and management quality.

METHODS

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By interviewing clinical department， the problems in the drug dispensing process of inpatient pharmacy in our hospital were collected； combined with the internal self-inspection results of the inpatient pharmacy， the fishbone diagram for the cause analysis of the existing problems were drawn. PDCA management method was used to summarize the main factors from five perspectives of personnel， machines， environment， methods and drugs， and improve the intervenable main factors； relevant data were collected and the optimization results were evaluated from two dimensions of work efficiency and service satisfaction.

RESULTS

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The five processes of our hospital were optimized， such as dismounted oral drugs， temporary medical orders， narcotic and psychotropic drugs， long-term medical orders and drug withdrawal， and the function of prescription pre-review was newly added. Information functions such as “putting code for prescription” “positioning by scanning code” “reviewing by scanning code” “receiving by scanning code” “issuing by scanning code” “one-click dispensing” and “status visualization” had been added to the hospital information system using QR code technology， and long-term medical orders had been optimized from the previous dispensing by department to dispensing by drug category. Compared with before optimization， the printing time of dispensing lists， the time of long-term medical order dispensing， the time of drug withdrawal and the time of issuing anesthetic drug were shortened significantly； but the times of missed delivery or dispensing， the times of calling to inquire about drug dispensing by nurse were all decreased significantly； satisfaction rate of nurses and pharmacists increased by 26.32% and 37.50%， respectively.

CONCLUSIONS

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Through process sorting and informational optimization， the inpatient pharmacy dispensing processes of our hospital are further refined and standardized， achieving the double improvement of service quality and efficiency.