品管圈在提高病房药房满意度中的应用

Application of quality control circle in improving the satisfaction degree of ward pharmacy

目的探讨品管圈在提高病房药房满意度中的应用效果。方法通过调查问卷调查品管圈活动实施前后护士、护工及出院带药患者对病房药房的满意度。结果实施品管圈活动后,被调查者对本院病房药房的服务态度、沟通技巧、药品供应情况、摆药准确率、工作流程、纠错主动性等各项指标的非常满意率均明显升高,与品管圈活动开展前比较,差异均有统计学意义(P<0.05)。结论品管圈活动对于发现与解决病房药房工作中存在的问题是行之有效的,通过此活动,不仅提升了病房药房的服务质量,也提高了圈员发现问题、解决问题的能力。

Objective To explore the application effect of quality control circle in improving the satisfaction degree of ward pharmacy. Methods The questionnaire was used to investigate the satisfaction degree of nurses,nursing workers and the patients with discharge medication for ward pharmacy before and after quality control circle activity. Results After quality control circle activity,the very satisfactory rate of respondents for service attitude,communication skills, drug supply, dispensing accuracy rate,work flow,error correction initiative and other indexes of ward pharmacy in- creased obviously,and there was a statistical difference compared with before quality control circle activity （P〈0.05）. Conclusion Quality control circle activity is feasible and effective to discover and solve the problems in the work of pharmacy.Through this activity,it promotes the quality and service in ward pharmacy,meanwhile, improve the capacity of staff of quality control circle discovering and solving problems.