| 马秉霞,王相峰,张永凯.医院PIVAS电话咨询涉及问题分析及改进措施[J].中国药事,2017,(11):1364-1369 |
| 医院PIVAS电话咨询涉及问题分析及改进措施 |
| Problem Analysis and Improvement Measures of Hospital PIVAS Telephone Consultation |
| 投稿时间：2017-06-25 |
| DOI：10.16153/j.1002-7777.2017.11.025 |
| 中文关键词: 静脉用药集中调配中心 临床科室 电话咨询 咨询频次 医嘱作废率 医嘱停药率 |
| 英文关键词: pharmacy intravenous admixture service clinical departments telephone cousultation consultation frequency cancellation rate of doctor's orders drug withdrawal rate of doctor's orders |
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| 中文摘要: |
| 目的：分析医院静脉用药集中调配中心（PIVAS）与临床科室电话咨询沟通中涉及的问题，探讨出现问题的原因，提出改进措施，提高工作效率，提升药学服务质量。方法：对我院2017年1月（改进前）PIVAS接收的电话咨询记录进行整理统计，分析问题及原因，提出并实施了优化PIVAS信息系统、建立微信通知平台、简化临床科室名称、统一时间处理不在PIVAS范围的无效医嘱、完善工作制度等改进措施。统计整理2017年2月15日至3月17日（改进后）的电话咨询数量，与改进前的数据进行对比。结果：PIVAS的电话咨询数量由改进前的1809例/月降至840例/月，其中医嘱作废下降率为61.54%；审核医嘱停药下降率为60.15%；成品输液分科差错下降率为59.62%。结论：通过优化PIVAS信息系统，实现了当日各批次医嘱查询互不影响、有效拦截不在PIVAS的医嘱、药品库存不足时及时提醒临床科室、简化临床科室名称降低了分科差错率、统一时间处理无效医嘱减少了患者出院处理无效医嘱的等待时间。总之，完善PIVAS相关制度，提高了药学人员的专业素养，减少了临床科室电话咨询频次。通过有效沟通，使PIVAS与临床科室互相了解，建立良好的合作关系，提高了工作效率。 |
| 英文摘要: |
| Objective: To analyze the problems involved in the telephone consultation and communication between the pharmacy intravenous admixture service (PIVAS) and the clinical departments, to discuss the causes of the problems and to put forward measures so as to improve working effciency and quality of pharmacy service. Methods: The telephone consultation records received by PIVAS in January, 2017 (before improvement) were analyzed. The problems and causes were also analyzed and the improvement measures were put forward, such as optimizing the PIVAS information system, establishing the WeChat notifcation platform, simplifying the name of the clinical departments, unifying time to deal with the ineffective doctor's orders out of the scope of PIVAS, and improving the working system and so on. The number of the telephone consultation from February 15 to March 17, 2017 (after improvement) was summed up and compared with the data before improvement. Results: The number of PIVAS telephone consultation dropped from 1809 cases per month before improvement to 840 cases per month, of which the cancellation rate of doctor's orders decreased by 61.54%; drug withdrawal rate reduced by 60.15%; and fnished infusion dispensing errors dropped by 59.62%. Conclusion: Optimization of PIVAS information system had the following achievements, such as, searching for batches of the doctor's orders without affecting each other, effectively intercepting doctor's orders which were not in the PIVAS information system, reminding the clinical departments of drug shortage in a timely manner, simplifying the name of the clinical departments so as to reduce the dispensing errors, unifying time to deal with the ineffective doctor's orders, and reducing the waiting time of patients to deal with ineffective doctor's orders during hospital discharge. In summary, optimizing the PIVAS related system could improve the professional quality of pharmacy staff and reduce the frequency of telephone consultation of clinical departments. Effective communication between PIVAS and clinical departments could enhance understanding, establish a good relationship of cooperation and improve work effciency. |
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