PDCA循环在减少中药饮片调剂质量反馈中的应用  

Application of PDCA cycle for reducing complaints about the dispensing quality of traditional Chinese medicine pieces

作　　者：朱剑敏[1] 王敏芳[1] 徐浩铭 沈敏婕 胥莉[1] 张立超[1] ZHU Jianmin;WANG Minfang;XU Haoming;SHEN Minjie;Xü Li;ZHANG Lichao(Department of Pharmacy, Shanghai Municipal Hospital of Traditional Chinese Medicine,Shanghai 200071, China)

机构地区：[1]上海市中医医院药剂科

出　　处：《药学服务与研究》2020年第1期53-57,共5页Pharmaceutical Care and Research

基　　金：上海市卫生和计划生育委员会中医药科技创新项目(ZYKC201603004);上海中医药大学预算内项目(18WK107)

摘　　要：目的:提高中药饮片质量、调剂及配送质量,减少病人质量反馈,提高病人满意度。方法:用PDCA循环对调剂质量反馈进行分析,以快速处理质量反馈为导向,建立新的中药饮片质量监管体系。结果:2017年、2018年上半年中药饮片的质量反馈量分别较2016年同期下降24.51%、51.72%。其中院外代配送的质量反馈量2017年、2018年上半年较2016年同期下降30.87%、92.42%,下降尤其明显。院外代配送质量反馈数与院内调配质量反馈数的比值从2016年上半年的6.19,分别下降至2017年和2018年同期的5.32和3.67。结论:PDCA循环能有效减少中药饮片调剂质量反馈,明显提高了中药饮片的代配送质量。Objective:To improve the quality of dispensing and delivery quality of traditional Chinese medicine pieces,and also to reduce patient complaints and improve patient satisfaction as well.Methods:Complaints about the dispensing quality were analyzed by PDCA circle,and the new quality supervision system of traditional Chinese medicine pieces was established based on fast track complaint management.Results:Compared with the rate of the first half of 2016,patient complaints about traditional Chinese medicine pieces in 2017 and in the first half of 2018 decreased by 24.51%and 51.72%,respectively.As compared with that of 2016,the rate of patient complaints about consignment delivery of traditional Chinese medicine pieces outside hospital in 2017 and in the first half of 2018 decreased by 30.87%and 92.42%,indicating a very sharp reduction.The ratio of the patient complaints about consignment delivery outside hospital to drug dispensing in hospital dropped from 6.19 in the first half of 2016 to 5.32 and 3.67 during the same periods of 2017 and 2018.Conclusion:The PDCA circle could effectively reduce quality complaints,and significantly improve the quality of consignment delivery of traditional Chinese medicine pieces.

关 键 词：PDCA循环 中药饮片 药品调剂 质量反馈 

分 类 号：R954[医药卫生—药学]