中国药业
中國藥業
중국약업
China Pharmaceuticals
2015年
20期
89-90
,共2页
品管圈%门诊西药房%满意度%服务
品管圈%門診西藥房%滿意度%服務
품관권%문진서약방%만의도%복무
quality control circle (QCC)%outpatient′s pharmacy%degree of satisfaction%service
目的：通过在门诊西药房开展品管圈（QCC）活动，提高药学服务质量，提升患者满意度。方法门诊西药房全体成员成立“曦耀圈”，按品管圈十大步骤实施戴明环（PDCA）循环活动，并评估该活动效果。结果7个月后，患者对药房的满意率由原来的55．66％上升至94．17％，效果良好。结论药房开展品管圈活动可提升药学服务质量，提高患者对药房的满意度，提升西药房成员为患者服务的主动性，提升沟通和协调能力、凝聚力及解决问题的能力。
目的：通過在門診西藥房開展品管圈（QCC）活動，提高藥學服務質量，提升患者滿意度。方法門診西藥房全體成員成立“晞耀圈”，按品管圈十大步驟實施戴明環（PDCA）循環活動，併評估該活動效果。結果7箇月後，患者對藥房的滿意率由原來的55．66％上升至94．17％，效果良好。結論藥房開展品管圈活動可提升藥學服務質量，提高患者對藥房的滿意度，提升西藥房成員為患者服務的主動性，提升溝通和協調能力、凝聚力及解決問題的能力。
목적：통과재문진서약방개전품관권（QCC）활동，제고약학복무질량，제승환자만의도。방법문진서약방전체성원성립“희요권”，안품관권십대보취실시대명배（PDCA）순배활동，병평고해활동효과。결과7개월후，환자대약방적만의솔유원래적55．66％상승지94．17％，효과량호。결론약방개전품관권활동가제승약학복무질량，제고환자대약방적만의도，제승서약방성원위환자복무적주동성，제승구통화협조능력、응취력급해결문제적능력。
Objective The quality control circle (QCC)activity was performed in outpatients′pharmacy in order to improve the quality of pharmacy services and enhance the patients’ satisfaction.Methods To establish “sunshine circle”by all members of the outpatients′pharmacy member.In accordance with the top ten steps of quality control circle (PDCA),the effect of activity was evaluated.Results The patients′satisfaction rate of pharmacy increased from 55.66% to 94.17% after implementing QCC for 7 months,the activities re-ceived good effect.Conclusion QCC in pharmacy can improve pharmacy service and promote patients′satisfaction,improve the initiative of pharmacy service by the pharmacy staff and enhance their communication,coordination and cohesion as well as problem-solving skills.
