品管圈活动在提高门诊药房患者满意度中的应用  

Application of Quality Control Circle in the Improvement of Patient's Satisfaction to Outpatient Pharmacy

作　　者：章新晶[1] 陆社桂[1] 邹霞[1] 

机构地区：[1]南昌大学第二附属医院药剂科,南昌330006

出　　处：《中国药房》2012年第25期2348-2350,共3页China Pharmacy

摘　　要：目的:提高门诊药房患者满意度。方法:2010年12月-2011年5月,以"提高患者对门诊药房的满意度"为主题,在我院门诊药房按品管圈活动的10个步骤实施各项活动,并评价该活动的有形成果和无形成果。结果:通过开展品管圈活动,拟定了一系列对策,如将同一系统用药集中放置于一处,并将消耗量大的药物放置于易拿处;制定奖惩制度;每周抽时间进行业务学习并现场考核,等。有形成果方面,患者满意度由活动前的80.3%提高为91.1%,超过了改善目标值;无形成果方面,圈员在愉悦感、解决问题能力、自信心、品管手法等方面有较大提高。结论:品管圈活动是改善医院药剂科服务质量的利器,有利于提高患者满意度。OBJECTIVE： To enhance the patient＇s satisfaction to outpatient pharmacy. METHODS： On the subject of ＂Im- provement of patient＇s satisfaction to outpatient pharmacy＂, 10 steps of quality control circle （QCC） were implemented in our out- patient pharmacy during Dec. 2010--May 2011. Visible achievements and invisible achievements were evaluated after the implemen- tation of QCC. RESULTS： A series of countermeasures were formulated through developing QCC, i.g. putting same system drugs together in a same place, placing largely consumed drugs where it is accessible to staff, formulating reward and punishment sys- tem, spending part of every week for vocational study and on-site appraisal. Satisfaction had been enhanced from 80.3% to 91.1%, which overbear the desired value. Members had great improvement in invisible achievements, such as sense of pleasure, ability of problem solving, self-confidence and technique of QCC. CONCLUSION： QCC is a sharp weapon to improve service quality of hos- pital pharmacy department and patient＇s satisfaction.

关 键 词：品管圈活动 门诊药房 患者满意度 

分 类 号：R952[医药卫生—药学]