应用品管圈活动对缩短门诊高峰期患者取药等候时间的探讨

目的探讨品管圈活动在缩短门诊高峰期患者取药等候时间中的应用效果。方法以2018年9月-2019年8月在我院门诊药房取药的20000人为研究对象,成立品管圈,确定圈名、圈徽,通过选定主题、拟定活动计划、设定目标、分析原因、制定对策,对活动前后门诊高峰期患者取药的等候时间进行统计和比较,确认活动效果,从而制定规范化、标准化的工作流程。结果有形成果:活动前门诊西药房患者等候时间为14.2min,活动后患者取药等候时间为7.6 min,达到目标值8 min。无形成果:通过实施品管圈活动,提高了圈员的解决问题能力、沟通协调能力、团队凝聚力,增强了圈员责任心和积极性,改善了品管手法,和谐度更高。结论通过实施品管圈活动,缩短了门诊高峰期患者等候取药的时间,大大提高了门诊的药学服务质量。

Discussion on the Application of Quality Control Circle Activity to Shorten the Waiting Time of Patients Taking Drugs at the Peak of Outpatient Clinic

Objective To explore the application effect of quality control circle activities in shortening the waiting time of patients taking drugs at the peak of outpatient clinic. Methods From September 2018 to August 2019, 20 000 patients who took medicine from outpatient pharmacy of our hospital were taken as research objects. Establish a quality control circle, determine the circle name and circle emblem, and compare the waiting time of patients taking drugs at the peak of the outpatient clinic before and after the activity by selecting the theme, formulating the activity plan, setting goals, analyzing the causes, and formulating countermeasures. Confirm the effectiveness of the activities to develop a standardized, standardized workflow. Results There was tangible results: the waiting time of the western pharmacy in the outpatient clinic was 14.2 minutes. After the activity, the waiting time of the patient was 7.6 minutes, and the target value was 8 minutes. Intangible results: through the implementation of quality control circle activities, the circle’s ability to solve problems, communication and coordination, team cohesion were improved, the responsibility and enthusiasm of the circle was enhanced, the quality control methods was improved, and the degree of harmony was higher. Conclusion Through the implementation of quality control circle activities, the time for patients taking drugs at the peak of outpatient clinics is shortened, and the quality of pharmaceutical services in outpatient clinics is greatly improved.