| 采用品管圈方法优化药学服务流程 |
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| 引用本文： | 陆国红,吴隽,沈金芳,范关荣. 采用品管圈方法优化药学服务流程[J]. 中国医院, 2009, 13(9): 15-18 |
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| 作者姓名： | 陆国红 吴隽 沈金芳 范关荣 |
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| 作者单位： | 上海交通大学医学院附属仁济医院,200127,上海浦东新区东方路1630号 |
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| 基金项目： | 上海市教委课题，上海申康医院发展中心课题 |
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| 摘 要： | 目的：利用质量管理的利器一品管圈，组成门诊药房质量改善圈，以提高患者对门诊药房的满意度，提升门诊药房的服务水平。方法：按照品管罔实施的十大步骤进行计划、实施、确认和处置。结果：门诊患者对门诊药房的满意度由改善前的4．03分，增加至改善后的4．38分。结论：应在实际工作中加以运用恰当质量管理方法，能够不断发现和解决门诊药房的内部问题，改善品质和服务。
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| 关 键 词： | 品管圈 门诊药房 满意度 |
Optimizing pharmaceutical care process by quality control circle |
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| Affiliation: | LU Guohong, WU Juan, SHEN Jinfang, et al(Affiliated Renji Hospital, Shanghai Jiaotong University, No.1630, Dongfang Road, Pudong New Area, Shanghai, 200127, PRC) |
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| Abstract: | Objectives： To build outpatient pharmacy quality promotion circle, improve patient＇ s satisfaction and promote out-patient pharmacy service. Method： In accordance with the top ten steps of quality control circle （QCC）, management process such as planning, implementation, confirmation and disposition were redesigned. Results： The score of patient satisfaction in out-patient pharmacy service was increased from 4.03 to 4.38. Conclusions： Appropriate quality management methods should be used in practical work to identify and solve the internal problems of outpatient pharmacy and to improve the quality and services. |
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| Keywords: | quality c.ontrol circle out-patient pharmacy satisfaction |
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