門診藥房推行品管圈活動的方案設(shè)計與成效(1)
[摘要] 目的 提高門診藥房的藥學(xué)服務(wù)質(zhì)量,提升藥師管理水平和解決問題的能力。 方法 運用各種品管手法,對門診藥房出現(xiàn)的各種不合格處方進行統(tǒng)計分析,并制訂相應(yīng)的防范措施。 結(jié)果 開展品管圈活動后,處方調(diào)配差錯降至1.03%,改善的比率為84.87%,效果明顯;圈員的自信心、工作責(zé)任心、溝通能力和解決問題能力均明顯提高,與品管圈活動開展前比較,差異均有統(tǒng)計學(xué)意義(P<0.05)。 結(jié)論 在門診藥房推行品管圈,降低了差錯率,提高了藥學(xué)服務(wù)質(zhì)量。
[關(guān)鍵詞] 品管圈;門診藥房;處方調(diào)配;成效
[中圖分類號] R952 [文獻標識碼] A [文章編號] 1674-4721(2015)02(a)-0155-03
Design and achievement of program of quality control circle activity implemented in outpatient pharmacy
SHI Xiao-li1 LUO Lei-ming2
1.Department of Pharmacy,Dengfeng Maternal and Child Health Hospital of Henan Province,Dengfeng 452470,China;2.Department of Pharmacy,the Third Affiliated Hospital of Xinxiang Medical University,Xinxiang 453003,China
[Abstract] Objective To improve the quality of pharmaceutical service of outpatient pharmacy,enhance the management level of pharmacists and the ability to solve the problem. Methods Various QCC were applied,and various unqualified prescriptions of outpatient pharmacy were statistically analyzed,the corresponding preventive measures were formulated. Results After carrying out the QCC,prescription deployment error was down to 1.03%,the ratio of improvement was 84.87%,and the effect was obvious; the confidence,working efficiency,the ability of communication and problem-solving of all memberswere improved obviously,and there was a statistical difference compared with before quality control circle activity (P<0.05). Conclusion The practice of quality control circle program help to reduce the rate of error and improve the quality of pharmaceutical service.
[Key words] Quality control circle;Outpatient pharmacy;Prescription deployment;Effect
品管圈(quality control circle,QCC)也稱質(zhì)量管理小組[1],在醫(yī)療界的應(yīng)用越來越廣泛,使用品質(zhì)管理的手法能持續(xù)不斷地對工作現(xiàn)場進行改善和管理,取得效果良好[2]。QCC的管理理念和方法已在多家醫(yī)院藥學(xué)部門實施,成效十分顯著[3-4]。醫(yī)院門診藥房是醫(yī)院藥學(xué)服務(wù)的重要窗口,關(guān)系到醫(yī)院的聲譽和競爭力,本研究就門診藥房存在的發(fā)錯差錯率高的問題,引入QCC的管理方法,旨在提升藥學(xué)服務(wù)質(zhì)量,加強員工工作的責(zé)任感、愉悅感和團隊精神,提高分析問題和解決問題的能力。
1 資料與方法
1.1 一般資料
收集本院門診藥房活動開展前(2013年9~12月)及活動開展后(2014年1~4月)處方調(diào)配差錯登記表以及對員工的積極性、工作責(zé)任心、團隊協(xié)作精神、溝通能力和解決問題的能力等無形成果的評價。
1.2 方法
1.2.1 QCC小組組建和培訓(xùn)
QCC小組由門診藥房員工自發(fā)報名組成,由輔導(dǎo)員、圈長和圈員共8名,其中藥劑科負責(zé)人任輔導(dǎo)員,門診藥房組長任圈長,經(jīng)大家投票命名為綠葉圈,象征滿意、健康和快樂。邀請專家對藥劑科人員進行QCC專業(yè)知識的培訓(xùn)和演練。
1.2.2 活動實施[5]
1.2.2.1 主題選定 圈員們按照QCC的實施步驟進行,根據(jù)藥房存在的問題,經(jīng)過頭腦風(fēng)暴投票決定6個主題,然后根據(jù)主題與藥房工作的關(guān)聯(lián)性、上級政策、可行性、迫切性、圈員能力進行評分,最終選定主題為降低門診藥房每周處方調(diào)劑差錯件數(shù)。
1.2.2.2 計劃擬定 圈員討論進行活動計劃方案,活動共計劃4個月,每周活動1次,并做好活動記錄。
1.2.2.3 現(xiàn)狀把握[6] 圈員們根據(jù)門診藥房處方調(diào)配流程圖和處方調(diào)配差錯記錄,設(shè)計查檢表,查看2013年9~12月發(fā)生差錯的資料,并進行統(tǒng)計分析。結(jié)果處方調(diào)配出現(xiàn)差錯的原因主要有數(shù)量(多發(fā)或漏發(fā))、藥名、產(chǎn)地、劑型、規(guī)格、發(fā)錯患者,平均一周處方調(diào)配差錯為6.83件(圖1)。 (石曉麗 雒雷鳴)
[關(guān)鍵詞] 品管圈;門診藥房;處方調(diào)配;成效
[中圖分類號] R952 [文獻標識碼] A [文章編號] 1674-4721(2015)02(a)-0155-03
Design and achievement of program of quality control circle activity implemented in outpatient pharmacy
SHI Xiao-li1 LUO Lei-ming2
1.Department of Pharmacy,Dengfeng Maternal and Child Health Hospital of Henan Province,Dengfeng 452470,China;2.Department of Pharmacy,the Third Affiliated Hospital of Xinxiang Medical University,Xinxiang 453003,China
[Abstract] Objective To improve the quality of pharmaceutical service of outpatient pharmacy,enhance the management level of pharmacists and the ability to solve the problem. Methods Various QCC were applied,and various unqualified prescriptions of outpatient pharmacy were statistically analyzed,the corresponding preventive measures were formulated. Results After carrying out the QCC,prescription deployment error was down to 1.03%,the ratio of improvement was 84.87%,and the effect was obvious; the confidence,working efficiency,the ability of communication and problem-solving of all memberswere improved obviously,and there was a statistical difference compared with before quality control circle activity (P<0.05). Conclusion The practice of quality control circle program help to reduce the rate of error and improve the quality of pharmaceutical service.
[Key words] Quality control circle;Outpatient pharmacy;Prescription deployment;Effect
品管圈(quality control circle,QCC)也稱質(zhì)量管理小組[1],在醫(yī)療界的應(yīng)用越來越廣泛,使用品質(zhì)管理的手法能持續(xù)不斷地對工作現(xiàn)場進行改善和管理,取得效果良好[2]。QCC的管理理念和方法已在多家醫(yī)院藥學(xué)部門實施,成效十分顯著[3-4]。醫(yī)院門診藥房是醫(yī)院藥學(xué)服務(wù)的重要窗口,關(guān)系到醫(yī)院的聲譽和競爭力,本研究就門診藥房存在的發(fā)錯差錯率高的問題,引入QCC的管理方法,旨在提升藥學(xué)服務(wù)質(zhì)量,加強員工工作的責(zé)任感、愉悅感和團隊精神,提高分析問題和解決問題的能力。
1 資料與方法
1.1 一般資料
收集本院門診藥房活動開展前(2013年9~12月)及活動開展后(2014年1~4月)處方調(diào)配差錯登記表以及對員工的積極性、工作責(zé)任心、團隊協(xié)作精神、溝通能力和解決問題的能力等無形成果的評價。
1.2 方法
1.2.1 QCC小組組建和培訓(xùn)
QCC小組由門診藥房員工自發(fā)報名組成,由輔導(dǎo)員、圈長和圈員共8名,其中藥劑科負責(zé)人任輔導(dǎo)員,門診藥房組長任圈長,經(jīng)大家投票命名為綠葉圈,象征滿意、健康和快樂。邀請專家對藥劑科人員進行QCC專業(yè)知識的培訓(xùn)和演練。
1.2.2 活動實施[5]
1.2.2.1 主題選定 圈員們按照QCC的實施步驟進行,根據(jù)藥房存在的問題,經(jīng)過頭腦風(fēng)暴投票決定6個主題,然后根據(jù)主題與藥房工作的關(guān)聯(lián)性、上級政策、可行性、迫切性、圈員能力進行評分,最終選定主題為降低門診藥房每周處方調(diào)劑差錯件數(shù)。
1.2.2.2 計劃擬定 圈員討論進行活動計劃方案,活動共計劃4個月,每周活動1次,并做好活動記錄。
1.2.2.3 現(xiàn)狀把握[6] 圈員們根據(jù)門診藥房處方調(diào)配流程圖和處方調(diào)配差錯記錄,設(shè)計查檢表,查看2013年9~12月發(fā)生差錯的資料,并進行統(tǒng)計分析。結(jié)果處方調(diào)配出現(xiàn)差錯的原因主要有數(shù)量(多發(fā)或漏發(fā))、藥名、產(chǎn)地、劑型、規(guī)格、發(fā)錯患者,平均一周處方調(diào)配差錯為6.83件(圖1)。 (石曉麗 雒雷鳴)