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基于六西格玛管理构建医院药学服务流程 张美玲，黄萍* ，应茵，叶佐武，杨秀丽，袁雍(浙江省立同德医院药剂科，杭州 310012) 摘要：目的 运用六西格玛管理形成一套系统、切实可行的标准化流程，提升医院药学服务质量。方法 按照六西格玛 的五步法(DMAIC) 实施，即定义-测量-分析-改进-控制，重组和优化药学服务流程。结果 形成 98 个标准流程，涵盖药 事管理各个方面。结论 应用六西格玛管理，使医院药学流程标准化和规范化，以低资源成本、低缺陷的质量水平、优 质的服务水准整体上实现医院药学服务质量的提升，实现六西格玛水准，满足患者多层次的需求，顺利接轨新医改。 关键词：六西格玛管理；医院药学；标准流程；药学服务 中图分类号：R952 文献标志码：B 文章编号：1007-7693(2011)12-1148-04 基金项目：浙江省医院协会(2010ZHA-KEB207) 作者简介：张美玲，女，副主任药师 Tel: (0571E-mail: zml9998@ *通信作者：黄萍，女，硕导，主任药师 Tel: (0571E-mail: huangpwly@ ·1148 · Chin JMAP, 2011 December, Vol.28 No.12 中国现代应用药学2011 年12 月第28 卷第12 期 Establish the Procedure of Hospital Pharmacy Service Based on Six Sigma Management * ZHANG Meiling, HUANG Ping , YING Yin, YE Zuowu, YANG Xiuli, YUAN Yong(Department of Pharmacy, Tongde Hospital of Zhejiang Province, Hangzhou 310012, China) ABSTRACT: OBJECTIVE To establish a set of systemic, available and standard procedure, and improve the quality of hospital pharmacy service by the application of six sigma management. METHODS According to five steps of six sigma management including definition, measurement, analysis, improvement and control, we rebuilt and optimized the pharmacy service procedure. RESULTS All of 98 standard procedures were established covering all aspects of pharmacy management. CONCLUSION The established hospital pharmacy service procedure based on six sigma management can improve the quality of pharmacy service by reducing the resource cost and the defect of service quality. This will be benefit for satisfying patients at multi-aspects requirements and connecting to the new medical system reformation. KEY WORDS: six sigma management; hospital pharmacy; standard procedure; pharmacy service 根据2009 年《中共中央、国务院关于深化医 目前六西格玛管理实施的重点已不仅限于制造