某院应用PDCA循环管理缩短门诊西药房患者候药时间

Application of PDCA Cycle Management in Shortening Patients’Waiting Time in Outpatient Western Pharmacy in a Hospital

目的:基于PDCA理论探讨缩短患者门诊候药时间的有效措施,提高工作效率,提升患者就诊满意度。方法:收集统计2021年4-12月窗口工作效率和患者候药时间,运用鱼骨图分析患者候药时间长的原因,比较实施PDCA循环管理前后工作效率、候药时间变化情况,基于PDCA方法持续改进,对实施效果进行评价。结果:在不增加接近失误率的情况下,实施PDCA循环管理后,工作效率由86.8张/时提高至122.0张/时,提高了40.6%;患者候药时间由20.4 min缩短至13.2 min,缩短了35.3%。结论:PDCA循环管理可显著提高窗口工作效率,缩短患者候药时间,提升患者就诊满意度。

Objective:To explore the effective measures in shortening patients’waiting time in outpatient department based on PDCA cycle management,so as to improve work efficiency and patients’satisfaction.Methods:Work efficiency and patients’waiting time from Apr.to Dec.2021 were collected and statistically analyzed,Fishbone diagram was used to analyze the causes for the long waiting time of patients.Changes of work efficiency and patients’waiting time before and after implementation of PDCA cycle management were compared.Based on continuous improvement of PDCA method,the implementation effects were evaluated.Results:Guaranteeing the near error rate stable,after implementation of PDCA cycle management,the efficiency increased from 86.8 sheets/h to 122.0 sheets/h,with an average increase of 40.6%;patients’waiting time was shortened from 20.4 min to 13.2 min,with an average shortening of 35.3%.Conclusion:Implementation of PDCA cycle management can significantly improve the work efficiency,shorten patients’waiting time,and upgrade the level of satisfaction for medical treatment.