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目的利用质量管理的利器——品管圈,提升门诊药房服务质量。方法 2009年7月以门诊西药房人员为主,自动自发组成改善门诊药房服务质量的小团体(圈圈)。根据品管圈十大步骤进行计划、实施、确认和处置。结果通过品管圈活动,患者对西药的再次咨询量由改善前的每周31.5次降至改善后的每周9.5次。结论在门诊药房开展品管圈活动,能不断发现和解决工作中出现的问题,提高患者对门诊药房药师服务的满意度,同时能提高药师解决问题的能力,增强团队合作意识。
Objective To improve the service quality of outpatient pharmacy by using the weapon of quality management - quality control circle. Methods In July 2009, mainly outpatient western pharmacy staff, spontaneous spontaneous formation of small groups (circles) to improve the quality of outpatient pharmacy services. According to quality control circle ten steps to plan, implement, confirm and dispose. Results Through quality control circle activities, the number of patients who consulted with western medicine again dropped from 31.5 pre-improvement weekly to improved 9.5 weekly. Conclusions Quality control activities in outpatient pharmacy can continuously find and solve problems in work, improve patients ’satisfaction with outpatient pharmacy services, improve pharmacists’ ability to solve problems and enhance teamwork awareness.