| 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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