品管圈管理法对西药房服务质量的改善作用

Quality Control Circles Referred to the Improvement of the Quality of Pharmacy Services

目的对西药房应用品管圈管理法对改善服务质量的作用进行探讨。方法统计该院西药房实施品管圈管理前后调剂不良事件的发生率、工作人员的专业评分、患者满意度差异。结果药品调剂中不良反应总发生率为61.00%,实施前的149.00%。干预后西药房工作人员专业评分和干预前相比均明显提高。干预后满意度98.21%,干预前87.50%。各项对比差异有统计学意义(P<0.05)。结论在西药房中应用品管圈管理法对各类服务质量的改善具有显著作用。

Objective administration of pharmacy should be quality control circle the role in the improvement of service quality were discussed. Methods Statistics of our hospital pharmacy before and after the implementation of quality control circle management to adjust the incidence of adverse events, staff of professional grade, the difference of patient satisfaction. Results Adverse reactions in drug dispensing total incidence was 61.00%, 149.00% before the implementation. Intervention in the pharmacy staff professional score compared with before intervention were significantly improved. The top 87.50% sat- isfaction 98.21% after intervention, intervention. The compared significant differenee（P 〈 0.05）. Conclusion Should be man- aged products in pharmacy administration has significant effect on the improvement of the various kinds of service quality.