零缺陷理念在我院药房调剂工作中的应用

目的:为实现药房调剂工作零差错、零投诉提供参考。方法:总结我院开业以来药房调剂工作经验教训,用零缺陷理念持续改进和完善调剂管理,在引导全员参与防范差错和纠纷、改善服务态度和提高沟通技巧、人员合理配置和用人扬长避短、提高药学人员专业素质和规范操作规程、建立调剂差错隐患登记交流制度、对临床医师进行合理用药培训等方面进行实践。结果:应用零缺陷理念管理后的两年多来,保持药房调剂工作零差错、零投诉。结论:引导全体药学人员用零缺陷理念指导调剂工作,制定一系列预防缺陷的管理制度和发现隐患持续改进的措施,倡导和努力实践以人为本的药师关怀管理模式,是保持调剂工作零差错、零投诉的基本措施。

Application of Zero Defects Concept in Pharmacy Dispensing of Our Hospital

OBJECTIVE：To provide reference for the realization of zero error and zero complaint of pharmacy dispensing.METHODS：The experiences of pharmacy dispensing were summarized since the openning of our hospital.Zero defect concept was adopted to improve the management of pharmacy dispensing in the fields of all staff participating in the prevention of errors and disputes,improving service attitude and communication skills,arranging the manpower reasonably and selecting the appropriate position for the right person,improving the professional quality of pharmacy staff and operation procedures,establishing registration and exchange system for dispensing error,providing the training on rational use of drugs for physicians.RESULTS：In recent two years,the application of zero defects concept guaranteed the condition of zero errors and zero complaint of pharmacy dispensing.CONCLUSIONS：Basic measures for zero errors and zero complaint of pharmacy dispensing contain all pharmacy staff applies zero defects concept to guide pharmacy dispensing,to formulate management system for preventing defect and its countermeasures,to practice people-oriented management model of clinical pharmacist.