上海市中医医院中药饮片调剂质量监管新模式的建立

The new quality control mode for authorized distribution of traditional Chinese medicine pieces

目的提高中药饮片调剂质量,减少患者对质量问题的投诉,提高患者满意度。方法对不同调剂方式的质量投诉进行分析,采用PDCA循环法实现持续质量改进。结果新的中药饮片质量监管模式包括药师驻厂管理、药厂飞行检查等事前监管措施,患者-药房-药厂-快递的快速质量问题处理等事中处理措施,以及药厂评估、药厂季度沟通会等事后追溯措施。结论经过3年的实践,新的质量监管模式有效降低了中药房质量投诉率,明显提高了中药饮片代配送质量。

Objective To improve the quality for authorized distribution of traditional Chinese medicine pieces,reduce patient complaints and increase patient satisfaction.Methods Patient’s complaints against different drug dispensing modes were analyzed.PDCA cycle was used for quality improvements.Results The new quality control mode includes pre monitoring measures,such as pharmacist resident in pharmaceutical factories and unannounced factory inspections,the fast-track handing measures for the problems occurred in patients,pharmacies,pharmaceutical factories and express delivery companies,and retrospective measures,such as evaluation of pharmaceutical factories and quarterly pharmaceutical factory communication meetings.Conclusion Three years after the new quality control mode,patient’s complaints were significantly reduced.The authorized distribution quality for traditional Chinese medicine pieces was greatly improved.