品管圈在提高病区药房服务满意度中的应用

目的：探讨改善住院药房-静脉药物配置中心复合型病区药房服务质量的方法,提高临床科室的满意度,提升药学服务水平。方法：按照品管圈活动的基本步骤和方法,调查分析临床各科室对病区药房不满意的原因,然后拟定对策并结合五常法（又称5S法：常组织、常整顿、常清洁、常规范、常自律）加以标准化,最后对效果进行评价和分析。结果：临床各科室对病区药房的满意度从活动前的67.08%提升至活动后的87.18%。结论：品管圈活动和5S法联合应用,能够更好地发现和解决药房工作中的各种问题,形成长效管理机制,对保障药品质量、提高工作效率、提升药学服务水平有重要的作用。

Application of QCC in Improving the Service Satisfaction Rate of Ward Area Pharmacy

Objective: To investigate how to improve the service quality of complex ward area pharmacy for inpatients-pharmacy intravenous admixture services (PIVAS) so as to improve the satisfaction rate of clinical departments and the level of pharmaceutical services. Methods: According to the basic steps and methods of quality control circle (QCC) activities, the reasons why clinical departments were unsatisfied with ward area pharmacy were firstly investigated and analyzed. Countermeasures and standardized implementations were further proposed by combining the "fve routine working regulation" (which is also known as 5S management, i.e. structurise, systematise, sanitise, standardise, self-discipline). The effects were fnally evaluated and dissected. Results: The satisfaction rate increased from 67.08% before QCC activities to 87.18% after the activities. Conclusion: QCC togethr with 5S management could better find and solve various problems in the work of pharmacy and form a long-term management system which will ensure quality of drugs, enhance work effciency and improve the level of pharmaceutical services.