品管圈活动在提高我院门诊药物咨询服务质量中应用.pdfVIP

品管圈活动在提高我院门诊药物咨询服务质量中的应用 李艳娇，曲晓宇，张四喜，宋燕青* 吉林大学第一医院药剂科，长春 130021 [摘 要] 目的：提高我院门诊药物咨询服务质量。方法：按照品管圈理论的十大步骤开始 实施各项活动，运用鱼骨图法分析门诊药物咨询服务质量低的原因，采用头脑风暴法探讨解 决的对策并实施，评价有形成果（合理用药相关内容比例）和无形成果，制定标准化流程。 结果：针对门诊药物咨询服务质量低的主要原因，制定并实施了建立合理用药咨询室、制作 各种特殊剂型及常见疾病的合理用药宣传册、制定门诊药物咨询服务准则及考核制度、主动 为患者提供合理用药知识、提高自身专业知识水平等对策。取得的有形成果：门诊药物咨询 中合理用药相关内容比例由 14%提高到了 30%，形成了药物咨询标准化流程；无形成果： 圈员在积极性、沟通配合、责任感、愉悦感等方面均有较大幅度的提高。结论：品管圈活动 的开展对提高我院门诊药物咨询服务质量很有意义，可进一步推广应用。 [关键词] 品管圈；门诊药物咨询服务；质量 Application of Quality Control Circle in the Improvement of Drug Consulting Service for outpatient in our hospital Li Yan-jiao*，Qu Xiao-yu，Zhang Si-xi ， SONG Yan-qing# （Dept. of Pharmcy，The first hospital of JiLin University，Chang Chun 130021，China ） [Abstract] Objective ：To improve quality of drug consulting service for outpatient in our hospital. Methods：Activities were implemented according to the ten steps of quality control circle （QCC ），the reasons for low quality of drug consulting service for outpatient were analyzed to investigate and implement countermeasures. Tangible results （the ratio of rational used drug related contents ） and Intangible results were evaluated ，and standardization processes were made. RESULTS ：According to the main reasons for unqualified drug consulting service for Outpatient， the countermeasures were formulated and implemented ，i.g. set up counsultation office of rational used drug ，make brochures for variety special formulations and common diseases ，draw up standards and investigate system of drug consulting service ，offer rational use of drugs to outpatients，improve ourself level of expertise. Tangible Results ：the ratio of rational used drug related contents increased from 14% to 30%. Intangible results ：members had great improvement in positivity，communication skills，respons