品管圈在减少门诊药房患者候药时间中的应用与效果分析  

Application and Effect Analysis of Quality Control Circle in Reduction of Patients' Waiting Time for Getting Drugs from Outpatient Pharmacy

作　　者：吴颖其[1] 方明[1] 鲁迪[1] 姚飞[1] 李娟[1] 柴芳娇[1] 程序[1] 姜玲[1] 

机构地区：[1]安徽医科大学附属省立医院药剂科,合肥230001

出　　处：《中国药房》2015年第1期87-90,共4页China Pharmacy

摘　　要：目的:减少门诊药房患者候药时间,提高患者满意度,提升药学服务质量。方法:以减少门诊药房患者候药时间为主题,根据品管圈的十大步骤开展品管圈活动,并评价有形成果和无形成果。结果:针对改善重点即缩短调配时间和审方时间,制订了包括修订绩效考核方案、加强情绪管理、增加审方软件、加强设备维护、优化药房布局、简化调配流程等措施。经过6个月的品管圈活动,患者平均候药时间由11.03 min缩短至5.79 min,目标达成率为91.61%,且圈员们的品管手法、团队凝聚力、愉悦感、积极性等无形成果均得到提高。结论:品管圈活动基本达到了预期目标,用于药房的管理有效、可行。OBJECTIVE： To reduce patients＇ waiting time for getting drugs from outpatient pharmacy, improve patients＇ satis- faction and enhance the quality of pharmaceutical care. METHODS： To reduce outpatients＇ waiting time for getting drugs, quality control circle （QCC） activities were conducted according to ten steps of QCC, and tangible and intangible results were evaluated. RESULTS： Aming at improvement key point as reducing dispensing time and prescription check time, a series of measures were formulated, including revising performance check plan, strengthening emotional management, increasing prescription check soft- ware, enhancing equipment maintenance, optimizing pharmacy distribution, simplifying dispending process, etc. After 6 months of QCC, the average waiting time for getting drugs decreased from 11-03 min to 5.79 min with the rate of goal achievement of 91.61% ; and intangible results had been improved, involving QCC tool of members, group cohesiveness, cheerful feeling, enthusi- asm, etc. CONCLUSIONS： The expected goal of QCC activities has been obtained, and QCC is feasible and effective for pharma- cy management.

关 键 词：品管圈 门诊药房 候药时间 药学服务 

分 类 号：R95[医药卫生—药学]