基于质量功能展开创新型品管圈的门诊药学服务实践

Practice of outpatient pharmaceutical care based on quality function deployment innovative quality control circle

目的:探讨基于质量功能展开(quality function deployment,QFD)的创新型品管圈在提高门诊慢病患者药学服务中的应用。方法:使用卡诺(KANO)模型分析患者需求,明确不同需求的性质并确定其权重;再基于QFD理论,将需求转化为内部工作项目,计算其重要度并确定关键工作项目;最后依据关键工作项目提出创新性活动方案并进行实施。结果:收集患者需求22个,通过权重排序得到便捷慢病就诊流程和专业的慢病用药指导两大攻坚点,并通过完善智能化药品供应体系、开发合理用药管理系统、开展慢病咨询门诊和慢病患者用药指导等措施实现目标。结论:QFD创新型品管圈从患者需求出发,改进当前药学服务中存在的问题,构建了满足慢病患者需求的全流程药学服务模式。

OBJECTIVE To explore the application of innovative quality control circle(QCC) based on the theory of Quality Function Deployment(QFD) in improving pharmaceutical care for chronic patients.METHODS According to the KANO model,the quality needs of patients were analyzed and the nature of different needs was specified,and its weight was determined.Then,based on the QFD theory,the quality needs were transformed into work items,their importance was calculated and the key work items were determined.Finally,according to the key work items,the innovative activity plan was obtained and implemented.RESULTS 22 patients’ needs were collected,two key points were obtained by weight ranking:convenient treatment process and professional medication guidance for chronic diseases.Through improving the intelligent drug supply system,developing the rational drug use management system,carrying out the chronic disease consultation clinic and the chronic disease medication guidance and other measures to achieve the goal.CONCLUSION Based on the needs of patients,the QFD innovative quality control circle improved the existing problems in the current pharmaceutical care,and constructed a full-process pharmaceutical care model to meet the needs of chronic patients.