在门诊药房开展品管圈活动对提高患者满意度的效果评析

Effect of Quality Control Circle program in Hospital outpatient pharmacy to improve satisfaction of patients

目的 :分析在门诊药房开展品管圈活动对提高患者满意度的效果。方法 :2015年7月至9月,南京鼓楼医院药学部开展以"提高门诊患者对药房用药指导的满意度"为主题的品管圈活动。品管圈活动结束后,调查门诊患者对药房用药指导的满意度,并将调查的结果与开展品管圈活动前(2015年4月至6月)门诊患者对药房用药指导的满意度相比较,据此分析在门诊药房开展品管圈活动对提高患者满意度的效果。结果 :开展品管圈活动后,门诊患者对药房用药指导的满意率高于进行品管圈活动前,差异具有统计学意义(P<0.05)。通过开展本次品管圈活动,圈员的沟通配合能力、愉悦感、凝聚力、积极性、和谐程度、解决问题的能力、责任感、品管手法均得到了提高。结论 :在门诊药房开展品管圈活动的效果理想,可以有效地提高患者对用药指导的满意度。

Objective To analyses effect of quality control circle program in hospital outpatient pharmacy to improve satisfaction of patients. Methods July to September in 2015, Department of Pharmacy of Nanjing Drum Tower Hospital held quality control circle program of theme of ＂improve satisfaction of patients to medication guidance＂ . To survey satisfaction of patients to medication guidance after program, and compare survey result with the survey result of satisfaction of patients to medication guidance before program（April to June 2015）.Then analyses effect of quality control circle program in hospital outpatient pharmacy to improve satisfaction of patients. Results After quality control circle program, satisfaction of patients to medication guidance is higher than satisfaction before program, discrepancy of research results of two groups was statistically significant （P 〈0.05）. Quality control circle program improved communicating and cooperating ability, happiness, cohesion, enthusiasm, harmonious degree, ability of solve problem, responsibility and ability of quality control of member of circle. Conclusion Effect of holding quality control circle program in hospital outpatient pharmacy is good, it can improve satisfaction of patients to medication guidance.