“品管圈”活动在提升门诊药房服务质量中的应用

Application of Quality Control Circle Program in Improving Out-patient Pharmacy Service Quality

关键词:  品管圈  门诊药房  满意度  再次咨询量

Key words:  quality control circle  out-patient pharmacy  satisfaction  the amount of re-consultation

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。

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.