Pierce R A, Rogers E M, Sharp M H, Musulin M
Pharmacy Service, Hunter Holmes McGuire Veterans Administration Medical Center, Richmond, VA.
Am J Hosp Pharm. 1990 Feb;47(2):351-6.
An outpatient pharmacy redesign in which a pharmacist located outside the dispensing area speaks with each patient before the prescription is processed is described, and the effect of patients' waiting time and satisfaction is reported. Adoption of an open pharmacy plan at a Veterans Administration outpatient pharmacy allows patients to present their prescriptions to pharmacists in consultation booths equipped with computer terminals. The pharmacist promptly identifies and resolves any problem associated with a prescription or medication profile. The prescription then enters the dispensing work area, which was also redesigned to improve efficiency; patients now pick up their medications at a window on the opposite end of the dispensing area from where the pharmacist initially receives the prescription. Workload data and waiting times before and after implementation of the open pharmacy showed that prescriptions could be processed more quickly under the new system; average waiting times decreased from more than one hour to 30 minutes. Interviews of randomly selected patients indicated that the reduced waiting times led to increased patient satisfaction. The open pharmacy design appeared to improve work flow and to improve patient satisfaction by decreasing waiting times.
描述了一种门诊药房的重新设计，即在配药区外的药剂师在处理处方前与每位患者交谈，并报告了患者等待时间和满意度的影响。在退伍军人管理局门诊药房采用开放式药房计划，使患者能够在配备计算机终端的咨询亭将处方交给药剂师。药剂师迅速识别并解决与处方或用药记录相关的任何问题。然后处方进入配药工作区，该区域也进行了重新设计以提高效率；患者现在在配药区另一端的窗口取药，该窗口与药剂师最初接收处方的位置相对。开放式药房实施前后的工作量数据和等待时间表明，在新系统下处方处理速度更快；平均等待时间从一个多小时减少到了30分钟。对随机挑选的患者进行的访谈表明，等待时间的缩短提高了患者满意度。开放式药房设计似乎通过减少等待时间改善了工作流程并提高了患者满意度。
