摘要
目的:利用质量管理的利器—品管圈,组成门诊药房质量改善圈,以提高患者对门诊药房的满意度,提升门诊药房的服务水平。方法:按照品管圈实施的十大步骤进行计划、实施、确认和处置。结果:门诊患者对门诊药房的满意度由改善前的4.03分,增加至改善后的4.38分。结论:应在实际工作中加以运用恰当质量管理方法,能够不断发现和解决门诊药房的内部问题,改善品质和服务。
Objectives： To build outpatient pharmacy quality promotion circle, improve patient＇ s satisfaction and promote out-patient pharmacy service. Method： In accordance with the top ten steps of quality control circle （QCC）, management process such as planning, implementation, confirmation and disposition were redesigned. Results： The score of patient satisfaction in out-patient pharmacy service was increased from 4.03 to 4.38. Conclusions： Appropriate quality management methods should be used in practical work to identify and solve the internal problems of outpatient pharmacy and to improve the quality and services.
出处
《中国医院》
2009年第9期15-18,共4页
Chinese Hospitals
基金
上海市教委课题(09YS110)
上海申康医院发展中心课题(SHDC2008602)
关键词
品管圈
门诊药房
满意度
quality c.ontrol circle, out-patient pharmacy, satisfaction
