品管圈活动在提升门诊药房服务质量中应用.PDF

“品管圈”活动在提升门诊药房服务质量中的应用 杨秀丽，石佳娜，应茵，袁雍，薛飞(浙江省立同德医院，杭州 310012) 摘要：目的 利用质量管理的利器——品管圈，提升门诊药房服务质量。方法 2009 年 7 月以门诊西药房人员为主，自 动自发组成改善门诊药房服务质量的小团体( 圈圈) 。根据品管圈十大步骤进行计划、实施、确认和处置。结果 通过品管 圈活动，患者对西药的再次咨询量由改善前的每周 31.5 次降至改善后的每周 9.5 次。结论 在门诊药房开展品管圈活动， 能不断发现和解决工作中出现的问题，提高患者对门诊药房药师服务的满意度，同时能提高药师解决问题的能力，增强 团队合作意识。 关键词：品管圈；门诊药房；满意度；再次咨询量 中图分类号：R952 文献标志码：A 文章编号：1007-7693(2011)07-0682-03 Application of Quality Control Circle Program in Improving Out-patient Pharmacy Service Quality YANG Xiuli, SHI Jiana, YING Yin, YUAN Yong, XUE Fei(Tongde Hospital of Zhejiang Province, Hangzhou 310012, China) ABSTRACT: OBJECTIVE To improve out-patient pharmacy service quality by building out-patient pharmacy quality promotion circle. METHODS The quality control circle (QCC) used to improve the service quality was automatically organized by outpatient pharmacy workers since July, 2009. The plan, implement, confirmation and disposition of the management process were designed according to the ten steps of QCC. RESULTS The western medicine’s re-consultations were dramatically improved after carrying out the QCC. The amount of re-consultation was decreased from 31.5 to 9.5 per week. CONCLUSION The application of QCC in outpatient pharmacy plays an important role in finding and solving the problems exiting in our work, improving the patient’s satisfaction in outpatient pharmacy service, meanwhile this also can enhance pharmacists’ ability to solve problems and improve their sense of team cooperation spirit. KEY WORDS: quality control circle; out-patient pharmacy; satisfaction; the amount of re-consultation 品质管理圈(quality control circle，QCC)简称品 介绍品管圈的背景、品管圈十大步骤和品管 管圈，是由日本品管权威石川馨博士发起的，指的 圈活动的七大手法。通过品管圈知识的培训，了 是由一个工作场所的人，为了要解决问题，突破工