运用“品管圈”手法降低门诊药房调剂差错

摘要

目的：降低门诊药房处方调剂差错，提高服务质量。方法运用“品管圈”(QCC)的手法，进行“现况分析”、“解析”、“对策拟定”、“实施检讨”等步骤，降低门诊药房调剂差错。结果调剂差错数从改善前的每周28件下降为改善后的每周9件，提高了药学服务水平，药师的业务能力和综合素质也得到了提高。结论运用“品管圈”的质量管理手法，能够帮助药师解决工作中亟待解决的问题，能够持续改善门诊药房的服务质量。%Objective To reduce the dispensing error in outpatient pharmacy and to improve the service quality. Methods The quality control circle (QCC) was applied in reducing dispensing error in outpatient pharmacy through steps of current status analysis, resolution, measure protocoling, and implement review. Results By applying QCC, the number of dispensing error was dropped from 28 cases per week to 9 cases per week. Pharmaceutical service quality and professional ability and overall quality of pharmacists were all improved. Conclusion The quality management of QCC can help pharmacists to solve problems at work, and can continually improve the service quality of outpatient pharmacy.