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目的探讨品管圈活动对提升门诊药房服务满意度的应用价值。方法根据品管圈活动的十大步骤,对门诊药房的全体圈员,实施为期6个月的品质管理,采用问卷调查的方式对患者满意度进行调查,比较改善前、改善后满意度情况。结果实施后患者对服务态度、服务质量、候药室环境和服务流程的满意度较实施前明显改善(P<0.05);门诊药房总满意度由改善前的78.2%,提升为改善后的97.9%(P<0.05);品管圈活动实施后,全体圈员在责任心、沟通能力、品管手法、自信心等方面均较活动前取得很大进步;在沟通配合、愉悦感、和谐度、凝聚力和解决问题能力等方面亦得到显著提高。结论品管圈可更好的改善以往工作模式,提高参与人员的工作热情,促进团队合作关系更加融洽,值得推广应用。
Objective To explore the value of QC activities in enhancing the service satisfaction of outpatient pharmacies. Methods According to the ten steps of QA activities, we conducted a six-month quality management of all the outpatient pharmacy staffs. The questionnaire survey was conducted to investigate the satisfaction of patients and the satisfaction of the patients before and after the improvement was compared. Results After the implementation, the patients’ satisfaction with service attitude, service quality, waiting room environment and service flow was significantly improved (P <0.05); the total satisfaction of outpatient pharmacy was improved from 78.2% before improvement to 97.9 after improvement % (P <0.05). After the quality control circle activities were implemented, all the circle members made great progress in their sense of responsibility, communication skills, quality control practices, and self-confidence than those before the activities. In terms of communication and coordination, delight and harmony , Cohesion and problem solving skills have also been significantly improved. Conclusion Quality control circle can better improve the previous work mode, improve the enthusiasm of participants, to promote teamwork more harmonious, it is worth promoting application.