品管圈在门诊药房管理中的应用及对药学服务质量的影响研究  

Application of quality control circle in outpatient pharmacy management and its effects on pharmaceutical service quality

作　　者：董杰[1] 修青永 马文军 李海萍[1] DONG Jie;XIU Qingyong;MA Wenjun(Department of Pharmacy,Daxing People’s Hospital,Beijing 102600,China;不详)

机构地区：[1]北京市大兴区人民医院药剂科,102600 [2]北京市大兴区妇幼保健院儿童保健部,102600

出　　处：《河北医药》2020年第20期3173-3176,共4页Hebei Medical Journal

基　　金：大兴区科技发展计划项目(编号:KT201802345)。

摘　　要：目的探讨品管圈(QCC)在门诊药房管理中的应用及对提升药学服务质量的影响。方法成立QCC,根据PDCA循环制定活动程序,比较QCC活动前后调剂差错,调剂效率,患者满意度以及圈员自我评价。结果QCC活动后调剂差错1594张(0.2%),显著低于活动前的1795张(0.4%)处方(χ^2=425.44,P<0.05),目标达成率250.0%。活动后单方调剂时间,平均候药时间均显著降低(t分别为22.03,8.85,P<0.05),目标达成率分别为154.3%和156.0%。活动后患者满意度评分和满意度显著高于活动前(P<0.05)。全体圈员自评8项能力得到提升。结论品管圈应用于药房管理中,能够提高处方调剂效率,降低差错,提高患者满意度。Objective To investigate the application of quality control circle(QCC)in the management of outpatient pharmacies and its effects in improving the quality of pharmaceutical services.Methods The QCC was established,and activity procedures were formulated according to the PDCA cycle.The dispensing errors,dispensing efficiency,patient satisfaction degree and self-evaluation of circle members before and after QCC activities were observed and compared.Results After QCC activities,there were 1,594 dispensing errors(0.2%),which were significantly lower than those[1,795 prescriptions(0.4%)]before the activity(P<0.05),and the goal achievement rate was 250.0%.After the activity,the single prescription adjustment time and the average waiting time were significantly decreased(P<0.05),and the target achievement rate was 154.3%and 156.0%,respectively.After the activity,the patient satisfaction scores and satisfaction degree were significantly higher than those before the activity(P<0.05).The eight items of self-evaluated abilities of all members had been improved.Conclusion The application of QCC in pharmacy management can improve prescription dispensing efficiency,reduce errors,and improve the satisfaction degree of patients.

关 键 词：门诊药房 管理 品管圈 药学服务 

分 类 号：R954[医药卫生—药学]