基于QFD优化医院药学服务模式降低感染风险

Optimizing Hospital Pharmacy Service Model Based on QFD to Reduce the Risk of Infection

关键词:  质量功能展开(QFD)  质量屋  药学服务  降低感染风险

Key words:  quality function development(QFD)  house of quality  pharmaceutical services  reduce the risk of infection

摘要:

目的 探讨将创新型品管圈应用于优化药学服务，准确识别药学服务中感控风险点需求，根据需求设计药学服务模式，提升药学服务质量。方法 运用创新型品管圈10大步骤，通过多维质量工具进行质量功能展开(quality function development，QFD)，以“质量屋”形式对药学服务的需求进行多层次的演绎分析，结合PDCA循环管理工具，对改善前后药学服务情况进行分析并评价。结果 活动实施后，药品直送率从0提高到100%，患者每日聚集频次从19次降低至15次，高峰期平均每人次取药时间从19.33 min降低至10.21 min，患者线下每人次用药咨询时间从17 min降低至11 min，AGV小车每季度使用次数从185次提高至556次，自动分包机季度作业量从164628包提高至199999包，气动物流传输季度作业量从50880次提高至56201次，院内季度感染发生率从57‰减少至41‰。此外还获得11项附加效益和无形成果。结论 QFD结合PDCA循环在优化药学服务模式降低感染风险中，能够打破药学服务管理现状，推动药学服务的现代化、科学化、精细化管理。

Abstract:

OBJECTIVE To discuss on the application of innovative quality control circle in optimizing pharmaceutical care, accurately identifying the needs of risk control points in pharmaceutical care, designing pharmaceutical care model according to needs, and improving the quality of pharmaceutical care. METHODS Using 10 steps of innovative quality control circle, the quality function development(QFD) was carried out by multidimensional quality tools, and the demand for pharmaceutical services was analyzed in the form of “House of Quality”. Combined with PDCA cycle management tool, the situation of pharmaceutical services before and after improvement was analyzed and evaluated. RESULTS After the implementation of the activities, the direct delivery rate of drugs increased from 0 to 100 %. The frequency of patient aggregation per day decreased from 19 to 15. The average medication time for each patient in the peak period decreased from 19.33 min to 10.21 min. The offline medication consultation time for each patient decreased from 17 min to 11 min. The quarterly number of AGV vehicles increased from 185 to 556. The quarterly operation volume of the automatic subcontracting machine increased from 164628 packages to 199999 packages. The quarterly operation volume of pneumatic logistics transmission increased from 50 880 times to 56201 times, quarterly infection rate in hospital decreased from 57‰ to 41‰. In addition, 11 additional benefits and intangible results were obtained. CONCLUSION QFD combined with PDCA cycle in optimizing pharmaceutical care model to reduce the risk of infection can break the current situation of pharmaceutical care management and promote the modernization, scientific and meticulous management of pharmaceutical care.