品管圈活动在门诊药房管理工作中的应用-中国药事.pdf

824 中国药事 2017 年 7 月 第 31 卷 第 7 期 ·医院药事· 品管圈活动在门诊药房管理工作中的应用 郭首兵，李永兵 （濮阳市人民医院，濮阳 457000） 摘要 目的： 通过品管圈活动提升门诊药房的药学服务质量。方法：濮阳市人民医院药剂科门诊药房全 体药师成立品管圈小组，设立活动主题，对门诊药房自动发药系统故障较多、窗口发药效率低和药师调 剂差错较多的现状进行分析并设定目标、拟定对策、确认结果。结果：通过开展品管圈活动，门诊药房 自动发药系统故障发生次数由每周 156 次下降到 48 次，药师每小时发药处方由 102 张提高到 161 张，调 剂差错由每周 12 件下降至每周 5 件，患者平均候药时间由 5.6 min 减少至 3.2 min，退药事件由每周 36 件减少到 17 件。结论：通过品管圈活动提高了门诊药房自动发药系统工作效率，改善了药师工作质量， 降低了调剂发药错误率，缩短了患者候药时间，减少了患者退药事件，该院药学服务质量有了大幅提 升，提高了患者满意度。 关键词： 品管圈；门诊药房；自动发药系统；调剂差错；候药时间；退药事件 中图分类号： R95 文献标识码：A 文章编号：1002-7777(2017)07-0824-05 doi:10.16153/j.1002-7777.2017.07.020 Application of Quality Control Circle Activity to the Outpatient Pharmacy Management Guo Shoubing, Li Yongbing (Peoples Hospital of Puyang City, Puyang 457000, China) Abstract Objective: To improve the quality of pharmacy service in the outpatient pharmacy by quality control circle (QCC) activities. Methods: A QCC group was established by all 15 pharmacists of the outpatient pharmacy of the department of pharmacy and the activity theme was set up. The current status of the automatic drug delivery system of the outpatient pharmacy was analyzed, such as higher malfunction rate, lower efficiency of drug delivery and higher dispensing error rate, goals and strategies were set up, and the results were confirmed. Results: The number of malfunctions of automatic drug delivery system of the outpatient pharmacy decreased from 156 to 48 per week; the number of prescribed drugs delivered by pharmacists per hour increased from 102 to 161 pieces; the number of dispensing errors decreased from 12 to 5 per week; the average waiting time for drugs was reduced from 5.6 to 3.2 minutes; and the number of drug return events decreased from 36 to 17 per week. Conclusion: The efficiency of the automatic drug delivery system of the outpatient pharmacy was increased; the quality of pharmacists’ practice was improv