基于PDCA循环管理的医院门诊药房服务流程优化  

Optimization of service process of hospital outpatient pharmacies based on PDCA

作　　者：姚洁文 吴光铭 朱敏芳 李文娟 陆保良 梁娟翠 邓莹 黎伸华 誉承波 龙钊苇 YAO Jiewen;WU Guangming;ZHU Minfang;LI Wenjuan;LU Baoliang;LIANG Juancui;DENG Ying;LI Shenhua;YU Chengbo;LONG Zhaowei(The Seventh Affiliated Hospital of Guangxi Medical University,Wuzhou Worker′s Hospital,Wuzhou 543001,China)

机构地区：[1]广西医科大学第七附属医院//梧州市工人医院,广西梧州543001

出　　处：《现代医院》2024年第2期227-230,234,共5页Modern Hospitals

摘　　要：目的探索应用PDCA循环管理方法,持续提升门诊药房服务质量,提高患者满意度。方法针对门诊药房患者候药时间长的问题,应用PDCA循环,查找取药流程中影响患者候药时间的因素,分析现状,确定预期目标,制定门诊药房服务质量改进计划,实施改进方案,跟踪督查,定期总结分析直至解决问题。结果实施PDCA循环管理后,门诊药房服务质量得到持续改进,改进后患者候药时间显著缩短、就医满意度提高。结论应用PDCA循环方法对提升门诊药房服务质量有效,值得推广。Objective To explore the application of Plan-Do-Check-Act(PDCA)cycle management to continuously improve the service quality of outpatient pharmacy and enhance patient satisfaction.Methods To address the problem of long waiting time for patients in outpatient pharmacy,we applied PDCA cycle to investigate the factors affecting patients’waiting time in the process of medicine collection,analyze the current situation,determine the expected goals,formulate the service quality improvement plan of outpatient pharmacy,implement the improvement plan,follow up and supervise,and summarize and analyse the problems regularly until it was solved.Results After implementing the PDCA cycle in the management,the service quality of outpatient pharmacy was improved,the waiting time was significantly shortened and the satisfaction of medical treatment was increased.Conclusion The application of PDCA cycle method is effective in improving the service quality of outpatient pharmacy.Therefore,it is recommended for broader implementation.

关 键 词：PDCA循环 门诊药房 取药流程 候药时间 

分 类 号：R197.32[医药卫生—卫生事业管理]