Encuestas de satisfacción al personal facultativo y de enfermería como método de mejora de la calidad de los procesos del servicio de farmacia / Questionnaires on medical and nursing staff satisfaction as a method of improving

Objetivo: Describir los resultados de una encuesta de satisfacción dirigida al personal facultativo y de enfermería como método de mejora de la calidad de los procesos, de acuerdo con la norma ISO 9001:2000. Método: Estudio transversal mediante cuestionario autoadministrado. Se calculó un tamaño muestral de 405 para enfermería y 337 para los facultativos, asumiendo un porcentaje general de satisfacción del 80%, con una precisión del 3,5% y un riesgo alfa de 0,05. Resultados: La tasa de respuesta fue del 46,4% entre el personal de enfermería y del 24,3% entre los facultativos. La satisfacción general fue favorable para el 80,3% de enfermería y para el 96,3% de los facultativos. El ítem mejor valorado por ambos grupos fue la amabilidad del farmacéutico. Lo peor valorado por enfermería fue el cumplimiento del horario pactado para dispensar los pedidos y por los facultativos, el horario de dispensación de la farmacia. Conclusiones: La satisfacción percibida por enfermería y facultativos es una de las fuentes de información útil para establecer acciones de mejora dentro de la acreditación según la norma ISO 9001:2000

Objective: To report the results of a survey directed at medical and nursing staff as a method of improving the quality of procedures, in accordance with standard ISO 9001:2000. Method: Cross-sectional study using a self-administered questionnaire. A sample size of 405 was calculated as 405, for nurses and 337 for medical staff, assuming an overall percentage of satisfaction of 80%, with a precision of 3.5% and an alpha risk of 0.05. Results: The response rate was 46.4% for nursing staff and 24.3% for medical personnel. The overall satisfaction was favourable in 80.3% of nurses and 96.3% of doctors. The best valued item by both groups was the friendliness of the pharmacist. The worst valued by nursing staff, was the compliance to the agreed opening times for dispensing orders, and for doctors, the pharmacy opening times. Conclusions: The perceived satisfaction by nursing and medical staff is one of the most useful sources of information for establi-shing improvement processes for accreditation in accordance with ISO 9001:2000

[Not Available]. / Encuestas de satisfacción al personal facultativo y de enfermería como método de mejora de la calidad de los procesos del servicio de farmacia.

OBJECTIVE: To report the results of a survey directed at medical and nursing staff as a method of improving the quality of procedures, in accordance with standard ISO 9001:2000. METHOD: Cross-sectional study using a self-administered questionnaire. A sample size of 405 was calculated as 405, for nurses and 337 for medical staff, assuming an overall percentage of satisfaction of 80%, with a precision of 3.5% and an alpha risk of 0.05. RESULTS: The response rate was 46.4% for nursing staff and 24.3% for medical personnel. The overall satisfaction was favourable in 80.3% of nurses and 96.3% of doctors. The best valued item by both groups was the friendliness of the pharmacist. The worst valued by nursing staff, was the compliance to the agreed opening times for dispensing orders, and for doctors, the pharmacy opening times. CONCLUSIONS: The perceived satisfaction by nursing and medical staff is one of the most useful sources of information for establishing improvement processes for accreditation in accordance with ISO 9001:2000.

[Pharmacy]. / Farmacia.

After learning of the scale of the terrorist attacks on 11th March, the main goal of the Pharmacy Service was to guarantee the availability of drugs to meet the needs of a large number of patients in as short a time as possible. Due to an automated storage system, drugs could be ordered from the pharmacuetical laboratories efficiently. One hundred fifty-seven orders for drugs were made, representing an increase of 51% over the daily average. As far as possible, burocratic procedures were avoided. In addition, dispensation of drugs to admission wards was facilitated by an automatic storage and dispensation system (carousels). A total of 249 distinct orders were dispensed (2,755 drugs), concentrated in the Resuscitation and Intensive Care Units, Emergency and Surgical Departments, representing 100% of the activity performed from 8.30 to 13.00 h. After that time, normal dispensing activity to the other clinical units was resumed.

Farmacia / Pharmacy

El 11 de marzo, tras conocer las grandes dimensiones de la catástrofe, el principal objetivo del Servicio de Farmacia fue tratar de garantizar al máximo la disponibilidad de medicamentos para cubrir las necesidades de un elevado número de pacientes en un corto espacio de tiempo. La disponibilidad de un sistema automatizado de almacenamiento permitió organizar un sistema ágil de pedidos a los laboratorios farmacéuticos. Se realizaron 157 pedidos a los laboratorios, que superaba en un 51% la media diaria, evitando en lo posible los trámites burocráticos. Por otro lado, se pudo agilizar la dispensación de medicamentos a las unidades de hospitalización al disponer de un sistema automatizado de almacén y dispensación (carruseles). Se atendieron 249 peticiones distintas (se sirvieron 2.755 medicamentos), concentradas en los Servicios de Reanimación, Unidades de Cuidados Intensivos, de Urgencias y quirófanos, que supusieron el 100% de la actividad realizada desde las 8.30 hasta las 13.00 h. A partir de entonces se reanudó la actividad habitual de dispensación al resto de unidades clínicas (AU)

After learning of the scale of the terrorist attacks on 11th March, the main goal of the Pharmacy Service was to guarantee the availability of drugs to meet the needs of a large number of patients in as short a time as possible. Due to an automated storage system, drugs could be ordered from the pharmacuetical laboratories efficiently. One hundred fifty-seven orders for drugs were made, representing an increase of 51% over the daily average. As far as possible, burocratic procedures were avoided. In addition, dispensation of drugs to admission wards was facilitated by an automatic storage and dispensation system (carousels). A total of 249 distinct orders were dispensed (2,755 drugs), concentrated in the Resuscitation and Intensive Care Units, Emergency and Surgical Departments, representing 100% of the activity performed from 8.30 to 13.00 h. After that time, normal dispensing activity to the other clinical units was resumed (AU)