品管圈活动在门诊药房管理工作中的应用

目的：通过品管圈活动提升门诊药房的药学服务质量。方法：濮阳市人民医院药剂科门诊药房全体药师成立品管圈小组，设立活动主题，对门诊药房自动发药系统故障较多、窗口发药效率低和药师调剂差错较多的现状进行分析并设定目标、拟定对策、确认结果。结果：通过开展品管圈活动，门诊药房自动发药系统故障发生次数由每周156次下降到48次，药师每小时发药处方由102张提高到161张，调剂差错由每周12件下降至每周5件，患者平均候药时间由5.6 min减少至3.2 min，退药事件由每周36件减少到17件。结论：通过品管圈活动提高了门诊药房自动发药系统工作效率，改善了药师工作质量，降低了调剂发药错误率，缩短了患者候药时间，减少了患者退药事件，该院药学服务质量有了大幅提升，提高了患者满意度。

Application of Quality Control Circle Activity to the Outpatient Pharmacy Management

Objective: To improve the quality of pharmacy service in the outpatient pharmacy by quality control circle (QCC) activities. Methods: A QCC group was established by all 15 pharmacists of the outpatient pharmacy of the department of pharmacy and the activity theme was set up. The current status of the automatic drug delivery system of the outpatient pharmacy was analyzed, such as higher malfunction rate, lower effciency of drug delivery and higher dispensing error rate, goals and strategies were set up, and the results were confrmed. Results: The number of malfunctions of automatic drug delivery system of the outpatient pharmacy decreased from 156 to 48 per week; the number of prescribed drugs delivered by pharmacists per hour increased from 102 to 161 pieces; the number of dispensing errors decreased from 12 to 5 per week; the average waiting time for drugs was reduced from 5.6 to 3.2 minutes; and the number of drug return events decreased from 36 to 17 per week. Conclusion: The effciency of the automatic drug delivery system of the outpatient pharmacy was increased; the quality of pharmacists'' practice was improved; the dispensing error rate decreased; the waiting time for drugs was shortened; the hospital pharmacy service quality and the patient satisfaction rate were also improved by QCC activities.