RESUMEN
OBJECTIVE： To establish performance management system that can effectively guide the realization of pharmacist value. METHODS： Using action learning method， through continuous questioning， reflection and execution to establish a step-by-step and in-depth pharmacist performance management system in our hospital. The effects of performance management system were evaluated with outpatient service satisfaction and the times of pharmacist consultation. RESULTS： From 2013 to 2018， the performance management system was established， involving team performance （taking the results of team quality control inspection at the end of the month and the monthly work report of team leaders as indicators）/personal performance （taking pharmacist’s performance， work attitude and ability as indicators）/post competency （change of assessment indicators with the position of pharmacist， examination of clinical pharmacists drug counseling， etc） 3 levels. The establishment of performance management improved team enthusiasm and service satisfaction， optimized the talent structure， enlarged the professional ability and influence of pharmacists， and improved the income structure of pharmacists. Compared with 2013， outpatient service satisfaction increased from 88％ to 95％ in 2018. Compared with 2016， the times of pharmacist consultation increased from 30 to 92 in 2018. Pharmacists could increase their income by providing pharmaceutical services to clinical departments. CONCLUSIONS： The established pharmacist performance management system can effectively improve the enthusiasm of pharmacists and promote the work of pharmacists.
RESUMEN
El autor aborda la evolución del concepto "relación médico-paciente" y propone actualizarlo para incluir no sólo a los restantes miembros profesionales, tecnólogos y técnicos del equipo de salud, sino también a los trabajadores auxiliares y administrativos de las instituciones en el contexto de la "nueva" relación usuario-institución. Resalta el notable aporte ético-humanístico y terapéutico de todos los trabajadores de la salud, así como la profunda relación afectiva establecida entre ellos y los usuarios. Describe la relación usuario-institución positiva, como expresión clímax de los estrechos vínculos interpersonales establecidos entre los que hoy se denominan colectivos morales y aquellos que reciben sus servicios de salud. Se utilizan los símiles interpersonales nombrados "bola de nieve rodando" y "efecto dominó". Destaca la repercusión positiva del éxito de la relación descrita sobre los logros institucionales. Considera la satisfacción de los pacientes y familiares como un relevante factor reforzador de la vocación médica, que valora como expresión profesional-laboral muy cercana a la vocación de servicio religiosa. Finalmente, comenta algunas acciones para desarrollar en todos los trabajadores técnicos y no técnicos, la conciencia sobre la trascendencia ético-humanística y terapéutica de su desempeño laboral e interpersonal exitoso y propone un instrumento para su evaluación.
The author addressed the evolution of the "physician-patient relationship" concept and he submitted a proposal to update it so as to cover not only the rest of the professional members, technologists and technicians of the health team but also the assistant, cleaning and administrative workers in the institutions in the context of the "new" user-institution relationship. The paper also underlined the remarkable ethical, humanistic and therapeutic contribution of all the health workers as well as the deep affectionate relationships between this staff and the users. Likewise, it described the positive user-institution relationship as the ultimate expression of the close inter-personal links between what we call today morally ethical staff and those receiving their health care services. Interpersonal similes as "rolling snowball" and "domino effect" were used. It stressed the positive impact of the above-mentioned successful relationship on the institutional achievements. It appreciated the level of satisfaction of patients and relatives as an important reinforcing factor of the medical vocation, and assessed it as a professional-working expression very close to the religious service. Finally, the book made some comments on actions aimed at developing the technical and non-technical workers´ awareness of the ethical, humanistic and therapeutical significance of their successful working and inter-personal performance and at the same time, submitted an evaluating tool for this end.