应用六西格玛提高门诊药房服务质量  

Using Six Sigma Management to Improve the Service Quality of Outpatient Pharmacy

作　　者：杨中良[1,2] 李铁军[1] 徐意涵 晏马成[1] 刘卫东[1] 郭安[2] 刘诗强 杨秀云[3] YANG Zhongliang;LI Tiejun;XU Yihan;YAN Mawei;LIU Weidong;GUO An;LIU Shiqiang;YANG Xiuyun(Shanghai Punan Hospital of Pudong New District,Shanghai,200125,China)

机构地区：[1]上海市浦东新区浦南医院,上海200125 [2]同济大学附属上海天佑医院,上海200331 [3]浙江省立同德医院,浙江杭州310012

出　　处：《中国卫生质量管理》2018年第2期46-48,共3页Chinese Health Quality Management

基　　金：上海市医院协会2016年度医院管理研究基金课题项目(1601013);上海市卫生和计划生育委员会科研基金(201540416)

摘　　要：目的评价六西格玛应用于降低门诊药房发药错误率和缩短取药等待时间方面的作用。方法通过计算机检索PubMed、Embase、Cochrane Library、WanFang及CNKI数据库,同时手工检索相关专业杂志并追溯纳入文献的参考文献,检索时限均为建库至2017年4月,采用RevMan 5.3软件进行Meta分析。结果共纳入10篇观察性研究,共计1 890 536例处方,纳入研究平均NOS得分为6.8分。Meta分析显示,六西格玛组发药错误率显著低于基线组,取药等待时间短于基线组,发药Sigma值高于基线组。结论应用六西格玛可显著降低门诊药房发药错误率,缩短取药等待时间。但由于纳入研究质量有限,本研究结论尚需高质量的随机对照研究进行证实。Objective To evaluate the effect of Six Sigma Management on decreasing dispensing error rate and waiting time for patients to pick up medication at outpatient pharmacy.Methods The PubMed,Embase,Cochrane Library,WanFang and CNKI were searched electronically from the establishment to April 2017,and other relevant journals and references of the included literatures were also searched manually.The RevMan 5.3 was used for Meta-analysis.Results A total of 10 observational studies were included with 1 890 536 prescriptions.The average NOS score of the included studies was 6.8 points.The results of meta-analysis showed that the dispensing error rate in Six Sigma group was significantly lower than that in baseline group,and waiting time for picking up medication was significantly shorter than that in the baseline group.The Sigma level of dispensing medication in Six Sigma groupwas higher than that in baseline group.Conclusion Six Sigma management could significantly decrease dispensing error rate and shorten waiting time for patients to pick up medication at outpatient pharmacy.Due to quality limitation of included literatures,the conclusion still needs to be proven by higher quality RCTs.

关 键 词：六西格玛 门诊药房 发药 取药 META分析 

分 类 号：R952[医药卫生—药学]