品管圈用于提高患者对门诊西药房满意度的效果  被引量:11

Experience of Using QCC Tool to Enhance the Satisfaction in Outpatients' Pharmacy

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作  者:王怡苹[1] 

机构地区:[1]安徽省合肥市第一人民医院药学部,安徽合肥230061

出  处:《中国药业》2015年第20期89-90,共2页China Pharmaceuticals

基  金:安徽省"十二五"临床重点培育专科基金资助项目;项目编号:卫科秘[2013]228号

摘  要:目的通过在门诊西药房开展品管圈(QCC)活动,提高药学服务质量,提升患者满意度。方法门诊西药房全体成员成立"曦耀圈",按品管圈十大步骤实施戴明环(PDCA)循环活动,并评估该活动效果。结果 7个月后,患者对药房的满意率由原来的55.66%上升至94.17%,效果良好。结论药房开展品管圈活动可提升药学服务质量,提高患者对药房的满意度,提升西药房成员为患者服务的主动性,提升沟通和协调能力、凝聚力及解决问题的能力。Objective The quality control circle (QCC)activity was performed in outpatients' pharmacy in order to improve the quality of pharmacy services and enhance the patients' satisfaction. Methods To establish "sunshine circle" by all members of the outpatients' pharmacy member. In accordance with the top ten steps of quality control circle (PDCA),the effect of activity was evaluated. Results The patients' satisfaction rate of pharmacy increased from 55.66% to 94. 17% after implementing QCC for 7 months,the activities re- ceived good effect. Conclusion QCC in pharmacy can improve pharmacy service and promote patients' satisfaction,improve the initiative of pharmacy service by the pharmacy staff and enhance their communication,coordination and cohesion as well as problem-solving skills.

关 键 词:品管圈 门诊西药房 满意度 服务 

分 类 号:R952[医药卫生—药学]

 

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