品管圈活动在缩短患者候药时间的应用  

Application of quality control circle activities in shortening patients' waiting time for drugs

作　　者：朱卫星[1] 常惠礼[1] 林秀青 林杰茹[1] 唐木聪[1] 赖秀平[1] 李晓燕[1] 陈庆华[1] 程间开[1] 沈英俊[1] 

机构地区：[1]暨南大学医学院第五附属清远市人民医院,广东清远511500 [2]上海康程医院管理咨询有限公司,上海200023

出　　处：《中国当代医药》2012年第31期159-161,共3页China Modern Medicine

摘　　要：目的缩短中药房患者候药时间,提高患者满意度,探索品管圈在中药房管理中的应用,通过尝试推广品管圈,提高中药药事服务质量,营造团队协作精神。方法针对主题,设定目标,利用品管圈的各种工具,挖掘发挥个人潜能,通过团队力量分析原因,制定相应的对策和措施并实施,同时评估该活动的效果。结果通过开展品管圈活动,中药房高峰期患者候药的平均时间从活动前的25.38min下降到12.04min,活动效果明显。结论推行品管圈活动,有目的地改善解决日常工作中问题,缩短患者候药时间,有助于科室管理,对提高中药药学服务质量,提高员工解决问题的能力以及参与管理意识有着重要的意义。Objective To reduce patients＇ waiting time for drugs in traditional medicine pharmacy, improve patients＇ satis- faction and explore the application of quality control circle in the management of traditional medicine pharmacy, through trying to promote quality control circle to improve service quality of traditional medicine pharmacy and create a team spirit of cooperation. Methods Goals were set according to the theme, using of QCC tools to express individual potential. Causes were analyzed, and corresponding measures were established and carried out, the activity effect was assessed. Results Through to carry out quality control circle activities, patients＇ average waiting time for drugs of traditional medicine phar- macy in rush hours were shortened from 25.38 minutes to 12.04 minutes, activity effect was obvious. Conclusion The im- plementation of quality control circle live animals, improvement of daily work and shortening the patients＇ waiting time con- tributes to the management. It has important significance to improve the service quality of traditional medicine pharmacy and enhance employees＇ problem-solving ability and consciousness of participating management.

关 键 词：品管圈活动 候药时间 药学服务 效果 

分 类 号：R197.323[医药卫生—卫生事业管理]