品管圈在提高病房药房满意度中的应用.docVIP

品管圈在提高病房药房满意度中的应用 　　 　　[摘要] 目的 探讨品管圈在提高病房药房满意度中的应用效果。 方法 通过调查问卷调查品管圈活动实施前后护士、护工及出院带药患者对病房药房的满意度。 结果 实施品管圈活动后，被调查者对本院病房药房的服务态度、沟通技巧、药品供应情况、摆药准确率、工作流程、纠错主动性等各项指标的非常满意率均明显升高，与品管圈活动开展前比较，差异均有统计学意义（P＜0.05）。 结论 品管圈活动对于发现与解决病房药房工作中存在的问题是行之有效的，通过此活动，不仅提升了病房药房的服务质量，也提高了圈员发现问题、解决问题的能力。 　　[关键词] 品管圈；自制调查问卷；服务质量；满意度；病房药房 　　[中图分类号] R197.323[文献标识码] A[文章编号] 1674-4721（2014）04（c）-0149-03 　　 　　Application of quality control circle in improving the satisfaction degree of ward pharmacy 　　WANG Li-li XING Peng HAO Shu-zhen LIU Jian-ping▲ 　　Department of Pharmacy,Beijing Jingmei Group General Hospital,Beijing 102300,China 　　[Abstract] Objective To explore the application effect of quality control circle in improving the satisfaction degree of ward pharmacy. Methods The questionnaire was used to investigate the satisfaction degree of nurses,nursing workers and the patients with discharge medication for ward pharmacy before and after quality control circle activity. Results After quality control circle activity,the very satisfactory rate of respondents for service attitude,communication skills,drug supply, dispensing accuracy rate,work flow,error correction initiative and other indexes of ward pharmacy increased obviously,and there was a statistical difference compared with before quality control circle activity (P＜0.05). Conclusion Quality control circle activity is feasible and effective to discover and solve the problems in the work of pharmacy.Through this activity,it promotes the quality and service in ward pharmacy,meanwhile, improve the capacity of staff of quality control circle discovering and solving problems. 　　[Key words] Quality control circle;Self-made questionnaire;Quality of service;Satisfaction degree;Ward pharmacy 　　随着医疗卫生事业的发展，医院药房的发展也呈现复杂化、多元化，药房的规范化管理在提高整体医疗服务质量中显得更为重要。我院病房药房承担着药品调剂、药品管理、药物咨询、协助临床科室进行安全用药等工作。为确保患者用药安全，提高病房药房服务质量，药剂科引入“品管圈”活动[1]。品质管理圈（quality control circle，QCC）简称品管圈，来源于1950年Deming教授的统计方法课程以及1954年Juran教授的质量管理课程[2]。品管圈活动是由日本石川博士在1962年所创[3]，是