张柳婧 陈熹 李桂艳 曹静 董远 赵奎君

[摘要] 目的 降低摆药机未正常发药次数，减少患者等候时间，提高患者满意度。 方法 通过QCC活动，对我院医疗保健中心药房摆药机未正常发药的原因进行收集，分析现况、设立工作目标、制定改进方案并实施，评价活动前后的有形结果和无形结果。 结果 摆药机未正常发药原因包括设备故障和人工错误两大主要因素。通过强化相关人员工作流程的认识，制定明确的提示标语等多项措施，使摆药机未正常发药次数由平均50次/月降低至12次/月，圈员各项能力均有不同程度提升。 结论 通过实行QCC活动，有效降低了摆药机未正常发药次数，减少药房损失，提高药事服务水平和患者满意度。

[关键词] QCC；全自动摆药机；医疗保健中心药房；机械设备故障；人工错误

[中图分类号] R952 [文献标识码] C [文章编号] 1673-9701（2018）02-0130-03

[Abstract] Objective To reduce the number of non-normal drug delivery of automatic fill-prescription devices， reduce patient waiting time and improve patient satisfaction. Methods Through the QCC activities， the causes of non-normal dispensing of health care center pharmacy of our hospital were collected and the current situation was analyzed. The goal of the work was set. The plans were developed， improved and implemented. The tangible and intangible results before and after the activity were evaluated. Results The reasons of non-normal drug delivery of automatic fill-prescription devices included equipment failure and human error two major factors. By strengthening the understanding of the work processes of relevant staff and formulating a clear reminder slogan， the number of non-normal drug delivery of automatic fill-prescription devices reduced from an average of 50 times/month to 12 times/month， and the ability of circle members had different degrees of improvement. Conclusion The implementation of QCC activities effectively reduces the number of non-normal drug delivery and the loss of pharmacies， and improves the level of drug service and patient satisfaction.

[Key words] QCC； Automatic fill-prescription devices； Health care center pharmacy； Mechanical equipment failure； Human error

自動摆药机的使用，大大提高了药房的工作效率、简化药品调剂流程、优化人力资源配置以及保证和改善患者的用药安全[1-2]。但随着摆药机使用的时间和频率不断增大，各种问题的出现使患者等候时间延长，影响患者正常用药[3]。因此，寻找工作环节中存在的问题，拟定相应对策，旨在有效减少摆药机未正常发药次数。

20世纪90年代，品管圈（quality control circle，QCC）活动被引入至医院管理领域[4]。QCC是指由一群工作性质、内容相近的人员，以6～8人组成一圈，对共同选定的主题，团队合作，运用统计方法和品管工具进行持续的品质控制管理[5]。目前，QCC作为一种新颖的管理手段，已被药剂科等院内众多科室广泛使用。……