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目的通过品管圈活动缩短中药房高峰期的侯药时间,提高患者对中药房的满意度。方法引入品质管理概念,采用头脑风暴法分析存在的问题,采用相应方法解决。结果患者在高峰期的候药时间由25.38 min缩短到12.04 min,患者对中药房的满意度由79.5﹪上升至90.5﹪,员工工作积极性及责任心明显增强。结论开展品管圈活动是可以提高患者对门诊中药房满意度的有效方法。
The purpose is to shorten the peak drug waiting time in the pharmacy through quality control circle activities and improve the patients’ satisfaction with the pharmacy. Methods The concept of quality management was introduced, the existing problems were analyzed by brainstorming methods and the corresponding methods were used to solve the problems. Results The patient’s waiting time at peak decreased from 25.38 min to 12.04 min, and the satisfaction degree of patients in the pharmacy increased from 79.5% to 90.5%. The staff’s enthusiasm and sense of responsibility increased significantly. Conclusion Conducting quality control activities is an effective way to improve patient satisfaction with outpatient pharmacies.