品管圈在优化工作流程、降低门诊药房调剂内差中的应用

Application of quality control circle in optimizing workflow and reducing dispensing internal errors in outpatient pharmacy

目的分析品管圈(QCC)活动在优化工作流程、降低门诊药房调剂内差中的应用。方法成立QCC小组,收集门诊药房2017年7月至12月(QCC活动前)和2018年2月至7月(QCC活动后)日常调剂差错的数据资料。统计分析门诊药房2017年7月至12月调剂差错率及原因,拟定并实施降低调剂内差的标准化应对方案。以调剂差错改善率为观察指标,对QCC活动效果进行评价。借助雷达图评价QCC活动对圈员自身及工作的影响。结果门诊药房调剂内差由QCC活动前的219件降至QCC活动后的99件,改善率达54.79%。QCC活动后,全体圈员解决问题能力、沟通能力、团体协作能力、责任感、工作热情、自信心、成就感均有显著提升。结论在门诊药房调剂工作中开展QCC活动,可明显降低药房调剂内差,保障患者用药安全。

Objective To analyze the application of quality control circle(QCC)activities in optimizing workflow and reducing dispensing internal errors in outpatient pharmacy.Methods A QCC group was set up to collect the data of daily dispensing errors in outpatient pharmacy from July to December 2017(before QCC activities)and from February to July 2018(after QCC activities).The dispensing error rate and causes of outpatient pharmacy from July to December 2017 were analyzed,standardized coping plans to reduce dispensing errors were formulated and implemented.The improvement rate of dispensing errors was used as the observation index to evaluate the effect of QCC activities.The influence of QCC activities on circle members and their work was evaluated by radar chart.Results The dispensing errors in outpatient pharmacy decreased from 219 cases before QCC activities to 99 cases after QCC activities,and the improvement rate was 54.79%.After QCC activities,the problem-solving ability,communication ability,group cooperation ability,sense of responsibility,work enthusiasm,self-confidence and sense of achievement of all circle members significantly improved.Conclusion QCC activities in dispensing of outpatient pharmacy can significantly reduce the dispensing errors of pharmacy so as to ensure the drug safety of patients.