PDCA循环管理法提高门诊药房患者满意度的效果分析

Effect Analysis of PDCA Cycle Management Method in Improving Patient Satisfaction of Outpatient Pharmacy

目的:探讨PDCA循环管理法提高门诊药房患者满意度的成效。方法:选取2021年3-5月中山市南朗医院的3 000例门诊药房患者为对照组;PDCA循环管理自2021年6月开始实施,选取2021年9-11月中山市南朗医院的3 000例门诊药房患者为观察组。对比两组门诊药房患者满意度及表扬药房例数。结果:观察组门诊药房患者满意度高于对照组,差异有统计学意义(P<0.05);观察组表扬药房例数多于对照组,差异有统计学意义(P<0.05)。结论:PDCA循环管理法在提高门诊药房患者满意度中的成效显著。

Objective: To explore the effectiveness of PDCA cycle management in improving patient satisfaction of outpatient pharmacy. Methods: From March 2021 to May 2021, 3000 outpatient pharmacy patients in Zhongshan Nanlang Hospital were selected as the control group, PDCA cycle management was implemented since June 2021, and 3000 outpatient pharmacy patients in Zhongshan Nanlang Hospital from September 2021 to November 2021 were selected as the observation group. The patient satisfaction of outpatient pharmacy and number of patients who praised pharmacy in two groups were compared. Results: The patient satisfaction of outpatient pharmacy in the observation group was higher than that in the control group, and the difference was statistically significant(P<0.05). The number of patients who praised pharmacy in the observation group was higher than that in the control group, and the difference was statistically significant(P<0.05). Conclusion: PDCA cycle management method is significantly effective in improving patient satisfaction of outpatient pharmacy.