品管圈在药房管理工作中的实践

Quality Control Circle in Pharmacy Management in Practice

目的通过试行品管圈活动,探索降低门诊药房调配内差例数,提高患者对门诊药房的满意度。方法按照品管圈活动的各个步骤实施各项活动,分析处方调配内差的原因,制定相应的对策并实施。结果通过品管圈活动,门诊药房调配内差例数从改善前的每周46例下降为改善后的每周20例,下降了56.52%;圈员沟通协调能力、品管手法、和谐度等方面均有不同程度提高。结论推行品管圈活动提高了药学人员参与管理的意识和解决问题的能力,调动了工作积极性,增强了工作责任心,降低门诊药房调配内差例数,提高患者对门诊药房满意度,提升了药学服务质量。

Objective To explore to reduce the number of allocation internal errors in outpatient pharmacy by ＂Quality Control Circle （QCC）＂activities, and improve patient satisfaction with outpatient pharmacies. Meth- ods QCC activity was applied in the control of internal errors in our outpatient pharmacy. The causes of the errors were analyzed, a series of corrective measures were set. Results The number of internal errors decreased significantly from 46 pieces/week to 20 pieces/week, dropped by 56.52% by the quality control circle activities. Invisible outcomes were greatly improved, including member＇ s problem-solving ability, communication, coordi- nation and so on. Conclusion QCC activities improve management awareness and problem-solving ability of the pharmaceutical staff, mobilize the enthusiasm of the work, and enhance the sense of responsibility. Moreover, QCC activities can help control the number of allocation internal errors in outpatient pharmacy and improve the quality of pharmaceutical care.