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目的:探讨持续质量改进在医院门诊药房服务质量管理中的应用效果。方法:于2013年2月起在象山县中医院门诊药房实施持续质量改进,对比实施前(2012年2~10月)及实施后(2013年2~10月),门诊药房处方调配差错率及患者满意度。结果:实施后,象山县中医院门诊药房调配差错率显著降低,患者满意度显著提高,药师整体素质提高。结论:持续质量改进可以提高医院门诊药房的服务质量。
Objective: To explore the application effect of continuous quality improvement in the service quality management of outpatient pharmacy. Methods: The continuous quality improvement was carried out in outpatient pharmacy of Xiangshan Hospital of Traditional Chinese Medicine from February 2013 onwards. Before comparison (from February to October 2012) and after implementation (from February to October 2013), the outpatient pharmacy prescription allocation error rate and Patient satisfaction. Results: After the implementation, the error rate of outpatient pharmacy deployment in Xiangshan Hospital was significantly reduced, patient satisfaction was significantly improved, and the overall quality of pharmacists was improved. Conclusion: Continuous quality improvement can improve the service quality of outpatient pharmacy.