陈欢 程怡洁

    摘 要 目的：探讨品管圈和RATER指数在提高静脉药物调配中心(PIVAS)满意度中的应用效果。方法：收集品管圈活动前后医生、护士、患者对PIVAS的满意度并进行统计分析，运用品管圈结合RATER指数的方法进行改进。结果：开展品管圈活动后医生群体的满意度由71.43%提升到82.40%，护士群体的满意度由67.86%提升到82.43%，患者群体的满意度由74.17%提升到84.39%，均达成目标。同时，品管圈人员各项能力得到全面提升。结论：品管圈结合RATER指数五纬分析法可科学衡量、有效提高药学服务质量，显著提升服务群体满意度。

    关键词 品管圈 RATER指数 静脉药物调配中心 药学服务 满意度

    中图分类号：R197.323 文献标志码：C 文章编号：1006-1533(2022)01-0051-04

    CHEN Huan， CHENG Yijie

    [Department of Pharmacy， Changshu Hospital affiliated to Soochow University(the First People’s Hospital of Changshu City)， Changshu 215500， China]

    ABSTRACT Objective： To explore the application effect of quality control circle (QCC) and RATER index on the satisfaction of pharmaceutical care with PIVAS. Methods： The satisfaction of doctors， nurses and patients with PIVAS before and after the QCC activities was collected and statistically analyzed， and the improvements were made using the method of QCC combined with RATER index. Results： The satisfaction was increased from 71.43% to 82.40% for the doctor group， from 67.86% to 82.43% for the nurse group and from 74.17% to 84.39% for the patient group. All the goals were finally achieved. Meanwhile ......