Measures of improving service quality in outpatient pharmacy for western medicine

Objective To explore the factors affecting service quality in outpatient pharmacy in a hospital, and to summarize the improvement methods. Methods An outpatient pharmacy for western medicine in a hospital was selected as the research subject. Its service was observed and studied, its staff and patients were surveyed and related measures were proposed according to study results. Results Insufficient staff allocation and uneven time arrangement could be seen in the pharmacy; Excessive number of patients and long waiting time were the key factors affecting the service quality; dispensing time of pharmacists with occupational qualification was shorter and patients' satisfaction towards them was higher. Conclusion The pharmacy should open more service windows and allocate more staff members, and enhance service capabilities of staff members. Service concepts should be changed actively, and therefore provide a full range of service such as consultation, guidance and prescription verification for patients. In addition, management should be strengthened so as to realize the target of comprehensively improving the service quality of the pharmacy.