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目的:提高医院门诊药房医疗质量管理水平和服务品质,保证用药安全,提高医院药事管理水平。方法:引入品质管理概念,采用甘特图、流程图、雷达图、查检表、柱状图等手法,引导员工积极参与质量管理的全过程,促进沟通,提高工作效率,增强工作责任心。提升员工的自我管理意识和解决问题的能力。结果:抽查门诊药房50种十慢患者账物相符率由改善前的44.13%上升为79.24%,活动结束后随访三个月,账物相符率为96%。员工工作积极性及责任心明显增强。结论:品管圈活动在药剂科门诊西药房工作中取得良好效果,提高了服务质量,保证了患者用药安全。
Objective: To improve the medical quality management level and service quality of outpatient pharmacy, to ensure the safety of medication and to improve the management level of hospital pharmacy. Methods: By introducing the concept of quality management, using Gantt charts, flow charts, radar charts, checklists and histograms to guide employees to actively participate in the whole process of quality management, promote communication, enhance work efficiency and enhance work responsibility. Enhance employee self-management awareness and problem solving skills. Results: The consistency of the accounting data of 50 kinds of slow patients in the outpatient pharmacy increased from 44.13% before improvement to 79.24%. The follow-up of three months after the activity was completed, the consistency of the accounts was 96%. Employee enthusiasm and sense of responsibility have been significantly enhanced. Conclusion: QA activities in pharmacy outpatient western pharmacy work has achieved good results, improve service quality, ensure the safety of patients medication.