Application of Quality Control Circle Program in Improving Out-patient Pharmacy Service Quality

OBJECTIVE To improve out-patient pharmacy service quality by building out-patient pharmacy quality promotion circle. METHODS The quality control circle (QCC) used to improve the service quality was automatically organized by outpatient pharmacy workers since July, 2009. The plan, implement, confirmation and disposition of the management process were designed according to the ten steps of QCC. RESULTS The western medicine’s re-consultations were dramatically improved after carrying out the QCC. The amount of re-consultation was decreased from 31.5 to 9.5 per week. CONCLUSION The application of QCC in outpatient pharmacy plays an important role in finding and solving the problems exiting in our work, improving the patient’s satisfaction in outpatient pharmacy service, meanwhile this also can enhance pharmacists’ ability to solve problems and improve their sense of team cooperation spirit.