品管圈提高门诊药房药学服务满意度的效果

Effect of Quality Control Circle to Improve Satisfaction of Pharmacy Services in Outpatient Pharmacy

目的通过开展品管圈(QCC)活动,提高患者对门诊药房服务的满意率。方法于2018年1月~2019年1月针对影响我院患者对门诊药房药学服务满意度的因素,成立门诊药房品管圈,按照品管圈计划(P)、实施(D)、检查(C)和执行(A)开展QCC活动,并对活动效果进行评估。结果开展活动后患者对门诊药房满意率由80.20%上升到95.00%,差异有统计学意义(?字2=35.267,P<0.05);无形成果:全体圈员的品管手法、个人技能、凝聚力和解决问题能力等均得到提高。结论门诊药房开展品管圈活动可以提高患者对门诊药房的满意度,同时有助于提高药师的个人能力,进而提高药师对患者的服务质量。

Objective To improve patient satisfaction with outpatient pharmacy services through quality control circle(QCC)activities.Methods From January 2018 to January 2019,according to the factors affecting the satisfaction of patients with outpatient pharmacy pharmacy services in our hospital,an outpatient pharmacy quality control circle was established.According to the quality control circle plan(P),implementation(D),inspection(C)and implementation(A)carry out QCC activities and evaluate the effectiveness of the activities.Results After the activities,the satisfaction rate of patients with outpatient pharmacies increased from 80.20%to 95.00%,the difference was statistically significant(X2=35.267,P<0.05);there was no result:the quality control methods,personal skills,cohesion and resolution of all members The ability to solve problems has been improved.Conclusion The quality control circle activities in outpatient pharmacies can improve patients'satisfaction with outpatient pharmacies,and at the same time help to improve the personal ability of pharmacists,and then improve the quality of pharmacist services to patients.