Asian Journal Of Social Pharmacy

Abstract: Objective To understand the status quo and service quality of outpatient pharmacy in Shenyang, identify existing problems, and put forward suggestions for its development. Methods Combined with online survey and offline observation, including mysterious customer experience method, 191 secondary and tertiary hospitals in Shenyang were investigated. The survey period was from December 2023 to January 2024, and stratified sampling method was used to study the outpatient pharmacy facilities and services in 21 hospitals. At the same time, the comprehensive outpatient pharmacy department of Shengjing Hospital was selected for in-depth comparison. Results and Conclusion The online survey showed that there were 10 hospitals in Shenyang carrying out outpatient pharmacy service, including 8 tertiary hospitals and 2 secondary hospitals. Outpatient pharmacy included comprehensive pharmacy, multidisciplinary team (MDT) clinic and Internet + pharmacy. The offline survey showed that pharmacists had a positive attitude, but they usually did not take the initiative to provide drug education. The mysterious customer experience showed that the comprehensive outpatient pharmacy of Shengjing Hospital had the same service nature as other hospitals, which failed to meet the hardware requirements of the Implementation Standard of Outpatient Pharmacy. The problems of inconsistent service standards and unsound management system are common in outpatient pharmacy in Shenyang, so unified service standards and charging standards should be formulated. 

Key words: outpatient pharmacy, development status, analysis of current situation