利用“品管图”提高门诊患者对药房满意度的探讨 |
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引用本文: | 徐萍,朱文韬,李立,钟科迪.利用“品管图”提高门诊患者对药房满意度的探讨[J].中国医院,2010,14(7):63-64,65. |
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作者姓名: | 徐萍 朱文韬 李立 钟科迪 |
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作者单位: | 1. 宁波市第一医院,315010,浙江省宁波市柳汀街59号 2. 温州医学院,325035,浙江省温州市茶山高教园区 |
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摘 要: | 目的:为医院提高门诊患者对药房满意度提供参考。方法:医院门诊药房运用“品管圈”手法,通过自行设计差错查检表来把握药房的现状,发放患者满意度凋查表了解患者的需求与期望两种方式,分析目前药房在提供药学服务方面所存在的问题,并拟定改善措施和效果确认,结果:经过为期10个月的活动,药房差错率由每周54.5件减少为26件,患者对药房的满意率也由原来的81.7%上升至89.7%。结论:药房开展品管圈活动可以提升药学服务质量,提高患者对药房的满意度。
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关 键 词: | 品管圈 门诊药房 满意度 |
Investigation of using QCC to enhance the outpatients' satisfaction to pharmacy |
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Institution: | XU Ping, ZHU Wentao, L Li, et al(Ningbo the 1st Hospital, No.59, Liuting Street, Ningbo, 315010, Zhejiang Province, PRC) |
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Abstract: | Objectives: To give some reference on improving outpatients' satisfaction to pharmacy. Methods: QCC methods and error checklist was used in outpatient pharmacy to find the status of outpatient pharmacy. Questionnaire for patient' s satisfaction were developed to investigate patients' demands and expectation. Problems in drug delivery in outpatient pharmacy were analyzed and measures were mentioned and evaluated. Results: Errors in pharmacy have reduced from 54.5 per week to 26 per week, patients' satisfaction rate to pharmacy have increased from 81.7% to 89.7% after implementing QCC for 10 months. Conclusions: QCC in pharmacy can improve pharmacy service and promote patients' satisfaction. |
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Keywords: | quality control circle ( QCC ) outpatients pharmacy degree of satisfaction |
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