“PDCA”管理法在提高患者对本院临床药师用药咨询满意度中的应用  

PDCA management in improving patients satisfaction with medication consultation from clinical pharmacists in our hospital

作　　者：郑晓圆 徐佳[1] 谢芬[1] 吕娟[1] 卢红文[1] 李建强 丁永娟[1] 

机构地区：[1]江南大学附属医院药学部,江苏无锡214000

出　　处：《中南药学》2017年第12期1775-1779,共5页Central South Pharmacy

摘　　要：目的提高患者对本院临床药师用药咨询的满意度。方法按照"Plan,Do,Check,Action"(PDCA)的管理方法逐步开展各项活动,利用评价法确定主题,利用患者调查问卷计算满意度,利用鱼骨图和柏拉图分析,查找原因并拟定措施,措施实施后,对比活动前后满意度。结果通过调查分析得,患者对本院临床药师用药咨询不满意的主要原因有2项,即"专业解答不满意"和"咨询模式不满意",对此,笔者拟定并实施了"走进社区活动"、"走进公园活动"等措施,最终将满意度从81.4%提高到93.5%。结论通过"PDCA"管理法有效地提高了患者对本院临床药师用药咨询的满意度。Objective To improve the patients satisfaction with medication consultation from clinical pharmacists in our hospital. Methods According to the principles of ＂Plan, Do, Check and Action＂ （PDCA） management, we determined the theme with evaluation method, calculated the satisfaction according to the questionnaires; analysed the reasons for patients dissatisfaction with Fish bone Chart and Pareto Chart, and took some measures to address the problems.We also compared the degree of satisfaction before and after the PDCA management. Results Through the investigation and analysis, we found the main reasons for patient dissatisfied included ＂Professional knowledge＂ and ＂Consulting model＂. Therefore, we designed consultation ＂in parks＂ and ＂in communities＂. Degree of satisfaction was improved from 81.4% to 93.5%. Conclusion Through PDCA management, patients satisfaction with medication consultation from clinical pharmacists in our hospital is effectively improved.

关 键 词：“PDCA”管理法 临床药师 满意度 

分 类 号：R95[医药卫生—药学]