Influence of improvement of pharmacy service quality on the doctor-patient relationship

Abstract

Objective To study and explore the influence of pharmacy service quality improvement on the relationship between doctors and patients. Methods Our hospital began to implement the improvement measures of quality in pharmaceutical service since January 2016, 200 patients' families were randomly selected as the observation group by using cluster sampling method during 12 months of 2016.The other 200 cases' families in the 12 months of 2015 before the implementation of pharmacy services quality improvement measures were randomly selected as control group by using cluster sampling method.The waiting time to get the medicine, the incidence of pharmacy service satisfaction, error event, the quality of pharmaceutical service score, complaint rate, incidence of medical disputes (this should be clear and concise) of the two groups were compared by conducting a questionnaire survey. Results The waiting time to get the medicine of the observation group was (7.75±3.29)min, which was significantly shorter than (11.87±4.16)min of the control group (t=10.986, P<0.05). The satisfaction rates for pharmacy pharmacist environment, attitude, patients in the observation group were 97.50%, 96.00%, 94.50%, respectively, which were significantly higher than 84.50%, 82.50%, 82% in the control group (χ2=26.635, 18.996, 15.068, all P<0.05). The pharmacy service quality score of the observation group was (89.65±14.52)points, which was significantly higher than (74.93±10.24)points of the control group (t=11.716, P<0.05). The pharmacy service error event rate of the observation group was significantly lower than that of the control group(χ2=9.225, P<0.05), and the rate of complaints, the incidence rate of medical dispute cases in the observation group were significantly lower than those in the control group (χ2=4.737, 4.592, all P<0.05). Conclusion Application of pharmacy quality improvement measures is effective in shortening the waiting time and improving the quality of pharmaceutical care, and it is helpful to improve the family members' evaluation to pharmacy environment, pharmacists' service attitude and their visits, thereby improving the relationship between doctors and patients and reducing the disputes between doctors and patients. Key words: Pharmacy service, hospital; Pharmaceutical service; Relationship between doctors and patients