开展品管圈活动在提高患者对代煎中药服务满意度方面的效果

The effect of carrying out quality control circle activities in improving patients’ satisfaction with the service of substitute decoction of traditional Chinese medicine

目的:探讨并分析开展品管圈活动在提高门诊患者对代煎中药服务满意度方面的效果.方法:将2017年度在海安市中医院门诊药房接受代煎中药服务的300例患者与参加品管圈活动的8名药师作为研究对象.自2017年6月起,该医院的门诊药房通过开展品管圈活动对代煎中药服务进行管理,然后观察开展本次品管圈活动的有形成果和无形成果.结果:开展本次品管圈活动后,在该医院门诊药房接受代煎中药服务的100例患者对代煎中药服务的平均满意率为94.3%.通过开展本次品管圈活动,提高了圈员的责任心、自信心、团队精神、团队和谐的程度、解决问题的能力及沟通协调能力.结论:通过开展品管圈活动可显著提高门诊患者对门诊药房代煎中药服务的满意度,且能提升圈员的能力和团队协作精神.

objective:to explore and analyze the effect of quality control circle activities on improving outpatients'satisfaction with the service of substitute decoction of traditional Chinese medicine.Methods:in 2017,300 patients and 8 pharmacists who took part in quality control circle activities in the outpatient pharmacy of hai*an hospital of traditional Chinese medicine were studied.Since June 2017,the outpatient pharmacy of the hospital has managed the service of substitute decoction of traditional Chinese medicine by carrying out quality control circle activities,and then observed the tangible and intangible results of this activity.Results:after this activity of quality control circle,the average satisfaction rate of 100 patients who received the service of substitute decoction of traditional Chinese medicine in the outpatient pharmacy of this hospital was 94.3%.By carrying out this quality control circle activity,the circle members'sense of responsibility,self-confidence,team spirit,the degree of team harmony,problem solving ability and communication and coordination ability were improved.Conclusion:by carrying out quality control circle activities,the satisfaction of outpatients on the service of dispensing TCM in outpatient pharmacy can be significantly improved,and the ability and teamwork spirit of circle members can be improved.