基于质量功能展开创新型品管圈的围产期药学门诊服务体系构建与实践OA
Construction and Practice of Perinatal Pharmacist-Managed Clinic Service System Based on QFD Innovative Quality Control Circle
目的 基于质量功能展开(QFD)创新型品管圈构建围产期药学门诊服务体系,提升药学服务质量.方法 按 QFD 创新型品管圈活动程序,以提高围产期药学门诊服务满意度和医患知晓率为目标,从提升服务质量、构建创新服务模式和提升服务形象 3 个方面开展,构建围产期药学门诊服务体系.通过医院信息系统(HIS)收集围产期药学门诊服务体系实施前(2022 年 4 月至 2023 年 3 月)及实施后(2023 年 4 月至 2024 年 3 月)的围产期药学门诊就诊人数和临床科室转诊率,采用调查问卷了解围产期药学门诊服务体系实施前后患者对围产期药学门诊服务(挂号方便、服务态度、服务时间)、孕妇学校(授课内容、授课准备教材、授课时长、授课老师态度、课程清晰度、向他人推荐意愿)的满意度,以及切实解决患者用药问题情况.结果 实施后,患者对围产期药学门诊服务、孕妇学校的满意度,切实解决患者用药问题比例,围产期药学门诊就诊人数达标率均不低于 100.00%,其中,患者挂号方便和切实解决患者用药问题比例均较实施前显著改善(χ2=21.43,22.58,P=0.000);临床科室转诊率为 86.15%,超过目标值(＞50%).结论 基于 QFD 创新型品管圈构建的围产期药学门诊服务体系,能精准了解药学门诊患者的需求,解决用药问题,提高患者对围产期药学门诊服务的满意度,增加医患知晓率.
Objective To construct a pharmacist-managed clinic service system based on the quality function development(QFD)innovative quality control circle(QCC),and to improve the quality of pharmaceutical care.Methods Through the QFD innovative QCC activity program,with the goal of improving patients' satisfaction with perinatal pharmacist-managed clinic service and the awareness rate among doctors and patients,actions were taken to improve service quality,build innovative service models,and enhance service image to construct a perinatal pharmacist-managed clinic service system.Through the hospital information system(HIS),the number of visits to the perinatal pharmacist-managed clinic and the referral rate in clinical departments before(from April 2022 to March 2023)and after(from April 2023 to March 2024)the implementation of the perinatal pharmacist-managed clinic service system were collected and compared.A survey questionnaire was used to collect the patients' satisfaction with perinatal pharmacist-managed clinic service(convenient registration,service attitude,service time),pregnant women's school(teaching content,teaching preparation materials,teaching duration,teachers' attitude,clear courses,and willingness to recommend to others)and the proportion of patients' medication problems effectively solved before and after the implementation of the perinatal pharmacist-managed clinic service system.Results After the implementation,the success rates of patients' satisfaction with perinatal pharmacist-managed clinic service and the pregnant women's school,the proportion of patients' medication problems effectively solved,and the number of visits were all greater than or equal to 100.00%.Among them,patients' satisfaction with convenience in registration and the proportion of patients' medication problems effectively solved were significantly improved compared to those before the implementation(χ2=21.43,22.58,P=0.000).The referral rate in clinical departments accounted for 86.15%of the number of visits,which was higher than the target value(＞50%).Conclusion The perinatal pharmacist-managed clinic service system based on QFD innovative QCC can accurately understand the needs of patients from the pharmacist-managed clinic,solve medication problems,improve patients'satisfaction with perinatal pharmacist-managed clinic service,and increase the awareness rate of doctors and patients.
王雨薇;李静静;谢舒淇;吴娟;石璐;虞燕霞
南京医科大学附属苏州医院·江苏省苏州市立医院,江苏 苏州 215002南京医科大学附属苏州医院·江苏省苏州市立医院,江苏 苏州 215002南京医科大学附属苏州医院·江苏省苏州市立医院,江苏 苏州 215002南京医科大学附属苏州医院·江苏省苏州市立医院,江苏 苏州 215002南京医科大学附属苏州医院·江苏省苏州市立医院,江苏 苏州 215002南京医科大学附属苏州医院·江苏省苏州市立医院,江苏 苏州 215002
医药卫生
质量功能展开品管圈药学服务围产期药学门诊
quality function developmentquality control circlepharmaceutical careperinatalpharmacist-managed clinic
《中国药业》 2026 (11)
10-17,8
江苏省妇幼保健协会科研课题[FYX202346]江苏省药学会——恒瑞医院药学基金[H202121].
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