Four reports on rectification of hospital pharmacy staff

Rectification measures for the hospital pharmacy

According to the unified layout of the hospital, starting from XX, the hospital will strengthen the work of services, outpatient clinics and windows to create a "feeling good" hospital. In order to cooperate with this key work of the hospital, it is recommended to implement "standardized" services in all pharmacies of the hospital, aiming to establish an institutionalized and standardized service guarantee system, provide patients with more humanistic care, and integrate "humanized" services into drug sales. the whole process.

Pharmaceutical services are drug-related services that are provided directly and responsibly for the purpose of improving the patient’s quality of life. It is the norm of the pharmacist profession. Its main spirit is:

． All activities of pharmacists are for the benefit of patients. By providing drug treatment, they can achieve the best results in patients' health and life.

． In order to meet medical and health needs, pharmacists should work together with doctors and nurses to make optimal use of limited human and material resources to achieve the best treatment at the least cost.

． In specific practice, pharmaceutical services include two aspects: patient-oriented and society-oriented. They must participate in formulating policies on drug supervision and management, formulating guiding principles for prescriptions, formulating guiding principles for treatment, and conducting research on pharmacoeconomics, pharmacoepidemiology and other aspects.

Innovation is an important connotation of hospital spirit and the main driving force for improving the level of pharmaceutical services.

Integrity is the foundation for establishing a healthy drug-patient relationship. The promise of service is not only a requirement for each department, but also a commitment of each department to society and customers. Only when it is strictly implemented can it be regarded as honest and trustworthy and fulfill its promises

... (836 words omitted by New Secretarial Network) , official members can read it in full)...

Dosage

) Precautions (disabled, used with caution, adverse reactions, interactions)

2. Social needs Services

． "Four Hearts" and "Four Tone" Services

"Four Hearts": Enthusiastic in receiving patients, patient in answering questions, humbly accepting opinions, and sincere in solving problems;

"Four Tone": When patients arrive at the pharmacy window, they are greeted by a voice, when they consult, they are answered by a voice, when they leave the pharmacy, they are greeted by a voice, and when they leave messages, there will always be a response.

． Employees should do eight "don'ts":

Don't be late, leave early, or leave work without authorization, and ask for leave in advance if something happens;

Don't gather in groups to chat, laugh, or play during working hours. Read books and periodicals and have long conversations with customers on private matters;

Do not say taboo words in service, do not talk back and quarrel with patients;

Do not do private work or eat snacks during working hours, and it is strictly prohibited when serving at the counter Smoking and eating betel nuts;

Do not neglect patients on the grounds of internal work such as shift handover, ordering, tabulation, etc.;

Do not use drugs privately to give away favors;

Do not cancel the patient's prescription medicine without authorization due to lack of medicine. You should proactively contact the prescribing physician to substitute similar medicines.

Do not neglect your duties or use it for personal gain.

． Job Requirements

) Preparation

Police personnel should arrive on time, be uniformly dressed, wear a name badge, be dignified, energetic, and stand to serve. Preparations should be made before taking up the job, such as replenishing medicines, preparing injection cards, and doing good hygiene.

) Reception requirements at work

Be active and enthusiastic when receiving patients, have a kind face, behave in a civilized manner, use polite language, be generous and appropriate, take the initiative to speak Mandarin, and do not use taboo service words.

The recipient should check the product name, specifications, quantity, pricing, etc. when distributing medicines. The drugs listed in the prescription may not be changed or substituted without authorization. Prescriptions with incompatibility or excessive dosage must be changed or re-signed by the doctor before they can be dispensed. A double-checking system should be implemented when formulating, and both the formular and the checker should sign and seal the prescription.

Insist on asking patients for medicines and dispensing medicines, and proactively introduce the properties, uses, usage, dosage, contraindications and precautions of medicines.

Drugs under special management should be formulated in accordance with relevant regulations. Dispense the medicine according to the prescription before sale, check carefully during sale, and keep the prescription for future reference.

When the patient leaves after dispensing the medicine, you should say goodbye to the patient in a friendly and natural tone.

Develop and implement service projects that are convenient and beneficial to the people to ensure commitment to society.

) After-sales service

Return and exchange drugs in accordance with regulations, clarify the reasons, and solve them realistically and responsibly. It must not only comply with regulations, but also satisfy patients.

All medicines that require special treatment in the formula must be specially stated, such as Chinese medicine "first decoction, then administration, and then melting", etc., and Western medicine should be taken "morning and evening, before going to bed, between meals, after meals", etc. Establish an opinion book and service supervision hotline. At the end of the work, the medicines should be cleaned up, prescriptions should be counted, and hygiene and safety precautions should be taken.

． The specific embodiment of pharmaceutical services in drug sales

Pharmacy’s specific actions

⒈Reform the drug distribution window

⒉Set up a consultation service desk

⒊Establish a drug shortage record book to register the date of drug shortage, patient’s name and contact information, and notify patients in a timely manner when the drug replenishment is in place

Further in-depth pharmaceutical services

Pharmacist’s services must be consistent with treatment Combination means that in the past it was about "dispensing medicine", but now it involves "taking medicine".

Clinical Pharmacy - Pharmacists contact the clinic to understand and solve problems in the overall clinical and individual patient medication, guide medication, and promote the rational application of drugs.

Drug utilization and pharmacoeconomics—Study drug utilization status to understand drug consumption dynamics, analyze its rationality, and save expenses.

Information services: drug progress, adverse reactions, new drugs and drug elimination, etc.

Precautions for formula and drug distribution

Drug quality: brand, packaging, properties, validity period, etc.

Medication: what disease the patient has; whether the selected medicine is symptomatic; dosage, course of treatment, and taking methods; caution and contraindications; medication for children and special groups; drug interactions; adverse reactions; drug overdose and poisoning deal with.

What to know when receiving patients

Patient condition: past history, current illness, and physical condition (especially women and children).

Drugs: Whether the doctor’s prescription is consistent with the indications; past medication history; exclusion of contraindications and cautions; comparison of similar drugs.

Drug Application

Dosage: Commonly used dosage (adults); dosage may be reduced for children and the elderly.

Taking time: the effect of food on drug absorption; time interval.

The effects of multiple drugs: interactions

Adverse drug reactions

The duality of drug effects is reflected in the fact that they have both therapeutic effects and adverse reactions. Adverse drug reactions refer to reactions that are unfavorable to patients after the use of drugs at normal doses and normal usage.

The occurrence of adverse drug reactions is related to the following factors:

⒈toxicity and side effects of the drug itself;

⒉allergies and idiosyncrasies due to the patient’s special constitution Heterogeneous reaction;

⒊Superinfection with antibacterial drugs.

Adverse drug reactions are properties of the drug itself, and rational use of drugs can reduce or avoid their occurrence.

Adverse drug reactions are collected, analyzed, evaluated and reported in accordance with national regulations.