品管圈在提高临床科室对住院药房满意度中的应用

Quality control circle in improving the clinical departments' satisfaction with the department of inpatient pharmacy

目的通过品管圈活动,改善该院住院部西药房工作质量,以提高临床科室对住院部西药房满意度。方法按照品管圈理论的十大步骤进行计划、实施、确认和处置,通过收集2012年2月—2012年7月该院临床科室满意度调查表,分析临床科室对住院部西药房满意度不高的真正原因,拟定对策加以实施并对效果进行评价和检讨。结果该院临床科室对住院部西药房的满意度从实施品管圈活动前的53%上升到活动后的98%。结论品管圈活动对于发现和解决药房工作中存在的问题是可行且有效的,在及时提升药房品质和服务水平的同时,提高了药师解决问题的能力,增强了团队协作意识。

Objective To improve inpatient pharmacy work quality by QCC,in order to improve the clinical departments＇ satisfaction with the department of inpatient pharmacy.Methods According to the ten steps of the theory of quality control circle,including planning,implementing,confirming and handling,we collected clinic satisfaction questionnaire from February 2012 to July 2012 to analyze the reasons for unsatisfaction and propose solutions.The effects were reviewed and evaluated.Results The degree of satisfaction rose from 53% to 98% after the implementation of quality circle activities.Conclusion Quality control circle activity can discover and solve the problems in the work of pharmacy,which is feasible and effective,timely promotion in pharmacy quality and level of service,meanwhile,it also improves the pharmacists＇ capacity to solve problems and enhances the awareness of team cooperation.