How to improve the quality of pharmaceutical services

Pharmaceutical care refers to pharmaceutical professionals using pharmaceutical professional knowledge and tools to provide various services related to drug use to the public. The public here includes medical, pharmaceutical and nursing staff, patients and their families, and other groups concerned about drug use. Since today we are mainly talking about pharmaceutical services provided by professionals in drug retail companies, that is, pharmacists, the service targets we are talking about are mainly customers and other groups who care about medication.

As of the end of April, the number of retail pharmacies (including chain stores) in Xihu District was 338, increasing at a rate of 15% every year. The increase in the number of pharmacies has greatly improved the convenience of the public to purchase medicines, but the number of pharmacies The increase in the market has also made the market competition more intense. How to stand out in the competition, we use the saying "Eight Immortals crossing the sea, each showing his magical powers" is not an exaggeration. However, from the development of several years, we have seen that price competition has gradually developed into service Competition, especially for pharmaceutical services.

In the past two years, Xihu Branch has actively supported, encouraged, advocated and promoted pharmaceutical services, strived to build a high-quality pharmacist team, strengthened the role of pharmacists in drug management, and selected and hired 10 high-quality pharmacists to participate Segmented supervision work has been carried out to improve the regular training and learning mechanism for resident pharmacists, focusing on improving the pharmaceutical service quality level of drug retail enterprises in the jurisdiction, and has achieved certain results.

1. Providing pharmaceutical services will help ensure the safety of medication.

Ensuring medication safety is not a propaganda slogan, nor is it an unattainable goal. Facts have proved that it really exists in our ordinary lives and work, and we use our professional knowledge to provide health for others. Service, ensuring medication safety, being ordinary and happy. For example, around February 2010, when a pharmacist from Sanjiu Company was reviewing the prescriptions at the Shengfu Road store, he found that there was a prescription with the clinical diagnosis written on the front: "hypertension" and the drug prescribed in the text: "Glucophage". ”, without indicating the generic name of the drug. "Glucophage" is the trade name, used to treat diabetes, and the generic name is "Metformin Hydrochloride". This prescription uses anti-diabetic drugs to treat high blood pressure. It is obviously the wrong drug, not just irrational use. . If the medication is used in this way, not only the blood pressure will not be controlled, but it may also lead to hypoglycemia. Because the situation is serious, they immediately explain the situation to the customer. It is understood that the customer has both high blood pressure and diabetes, and has used "Glucophage" before. Later, the customer returned to the original prescription hospital and prescriber to refill the medicine for the treatment of high blood pressure. The customer also conveyed The doctor explained the prescription error: the doctor misremembered the trade name of the drug. He originally wanted to write "Glucophage-Irbesartan" but mistakenly wrote "Glucophage-Methyl Guanidine Hydrochloride". Doctors expressed their gratitude to pharmacy pharmacists for promptly identifying problems and correcting medication errors.

2. Providing pharmaceutical services will help resolve conflicts and disputes.

Pharmacies are open every day and receive different customers. They will encounter all kinds of people and things, and even conflicts and disputes. Pharmacists’ rich and good professional knowledge can help resolve conflicts. disputes and gain the trust of customers. For example, Tiantianhao Pharmacy Sandun store located on Gudun Road once encountered such a thing. At the end of January 2011, a customer suddenly came to the store with "1818 Golden Eye" and claimed that the store mistakenly prepared licorice instead of Cheqianzi, which affected the efficacy, and demanded a compensation of 5,000 yuan. The pharmacist in this store has always been conscientious and responsible in his daily work. He carefully checks the preparation of traditional Chinese medicine prescriptions according to the prescription. Moreover, licorice and trichosanthes are commonly used medicines with large differences in appearance. He is confident that there will never be any dispensing errors. The pharmacist quickly checks After checking the prescription list in the computer, I found that the customer had been dispensing Chinese medicine prescriptions for more than three consecutive months and was a loyal customer. However, the computer record of the dispensing did contain licorice for a period of time and chaqianzi for a period of time. However, the customer on site only had A recipe for licorice.

That night, the store manager, pharmacist and a salesperson brought the customer's entire prescription list to his home, hoping to check it again with the customer's own prescriptions. The pharmacist soon discovered that the customer actually had two prescriptions. One is licorice, and the other is cheqianzi. Since the traditional Chinese medicine prescription contains more than a dozen herbs, and the doctor did not inform him when he changed the prescription, the customer never discovered that one of the herbs had changed. It was the prescription of licorice that led to the misunderstanding that day. After finding out the reason, the pharmacist on the spot not only did not blame or complain, but enthusiastically explained the different medicinal effects and uses of licorice and cheqianzi. , to guide them in the rational use of medication. The customer felt deeply guilty and said on the spot that he would go to "1818 Golden Eye" for a clarification to restore the pharmacy's reputation. Since then, the customer has often promoted the pharmacy's serious and enthusiastic service, and the professional knowledge of the staff. While being a loyal customer, he has also introduced more people to the pharmacy.

3. Providing pharmaceutical services will help establish a pharmacy brand.

Pharmacists go out of the store and into the community to directly serve community residents. While achieving good social effects, it also brings good opportunities for the management and promotion of pharmacy brands and business expansion. For example, Hangzhou Kaixin Pharmacy, located in the Cuiyuan area of ??Wenyi Road, has attached great importance to pairing and linking with the surrounding communities since its opening. It has proactively entered into the community to build a medical service and health system, and has never stopped in the past 6 years. At present, its pharmaceutical service scope covers eight communities including Cuiyuan District 1, Cuiyuan District 2, Cuiyuan District 3, Cuiyuan District 4, Cuiyuan District 5 and Gudangwan Community. The main contents of its pharmaceutical service system include: Regularly go to the community to measure blood pressure and blood sugar for elderly residents; regularly check the storage and storage status of home backup medicines for elderly residents, and provide consultation and help; regularly give high-quality health lectures to community residents; regularly organize expert groups to provide services to community patients. Provide services to elderly residents with chronic diseases; provide long-term free medicine delivery services to elderly residents; organize "Happy Cup" community sports games in some communities from time to time; and carry out long-term household waste drug recycling activities. When organizing a regular service for elderly residents, the elderly reported that they had been having diarrhea in the past few days and did not know the reason. The pharmacist checked the medicines he was taking, including traditional Chinese medicine formulas, and found no medicines that could cause diarrhea. He also asked about his diet and found that the old man had eaten a lot of kiwi fruit in the past few days. He analyzed that it might be caused by kiwi fruit and suggested that he stop eating. use. Later, when I called back, the old man said that it would be better if he didn't eat kiwi fruit. Because the pharmacy proactively serves community residents, it won the title of Excellent Service Outlet for Home Care in Cuiyuan Street in 2008 and 2009, and won the title of Advanced Unit for Expired Drug Recycling in 2010.

4. Providing pharmaceutical services will help enterprises develop rapidly.

In the process of development and growth of pharmacies, they have gradually evolved from price competition to talent competition and service competition. Talent training is the basic work of pharmaceutical services, which will ultimately push enterprises onto the path of rapid economic development. . Zhejiang Tiantianhaoda Pharmacy Co., Ltd. has established a training base to implement self-training for pharmaceutical technicians and continuously improve the level and capabilities of pharmaceutical services. After nearly three years of persistence, the company has initially achieved a virtuous cycle from attaching importance to personnel training → establishing a practical training base → comprehensively improving professional quality → providing good pharmaceutical services → gaining a good reputation → improving economic benefits, achieving pharmaceutical talent training and economic benefits double harvest. The company's training base has been listed as the "Hangzhou University Student Internship Base" by the Hangzhou Municipal Personnel Bureau. In April 2010, the company's training concepts and operating methods were promoted at the Zhongbai Pharmacy Alliance Conference and were recognized by more than 50 participating chain companies. Well-known companies such as Sichuan Xinglin Pharmacy and Guizhou Zhilin Pharmacy also arranged for 20 people to come to study and exchange. The company believes that the biggest feature that distinguishes the pharmaceutical retail industry from other retail businesses is professionalism. All staff, especially pharmacists, must fully grasp the concept of "pharmaceutical services". The company's key training content includes: professional "pharmaceutical service" courses such as related medication, chronic disease prevention and treatment, self-medication, prescription review, and health education.

The company has established a training incentive mechanism that combines "training, assessment, use, and benefits" to help employees establish the concept of "lifelong learning" and change "I want to learn" to "I want to learn", which improves pharmacists' learning initiative. . After more than 2 years of professional training, the company's store operating performance has generally increased by 40-300%, the customer satisfaction rate has reached 100%, employee bonuses have increased by 200-400%, and the employee turnover rate has dropped from 8 to 2.

Since the development of pharmaceutical services, including pharmaceutical services and adverse reaction monitoring for customers, is often proactive and free, and requires considerable manpower, material and financial resources, it increases the operating costs of pharmacies, and in the short term It may even cause a decline in pharmacy sales, which conflicts with the main goal of commercial operations to pursue economic benefits. This is the main obstacle that makes it difficult for pharmacies to provide pharmaceutical services. However, we should see that the pharmaceutical services carried out by pharmacies will reduce social drug costs and safeguard the long-term interests of consumers, and will surely win the understanding and trust of consumers. With the continuous development of my country's market economy and the gradual standardization of the pharmaceutical market, competition among pharmaceutical companies will become increasingly fair and orderly. The quality of pharmaceutical services provided by pharmacies will become the key for pharmacies to win the market. The level of pharmaceutical services is a test of retail sales. A yardstick for the strength of a pharmacy. Our branch will continue to take the promotion of pharmaceutical services in retail pharmacies as an opportunity to innovate management mechanisms, establish long-term mechanisms, and put people first to further improve the quality of pharmaceutical services in the jurisdiction.