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目的:运用PDCA循环改进杭州市中医院门诊药房的退药制度,改善药患关系。方法:运用PDCA循环法对门诊药房退药进行干预并观察效果,比较PPCA循环实施前后退药次数以及病人的满意度。结果:PDCA循环干预门诊药房退药后,退药率大大降低。结论:运用PDCA循环法改进门诊药房退药制度的建立,大大减低了退药率,改善药房与病人之间的药患关系,提高病人满意度。
Objective: To improve the drug-patient relationship by using the PDCA cycle to improve the withdrawal system of outpatient pharmacy in Hangzhou TCM Hospital. Methods: PDCA cycle method was used to intervene in the withdrawal of outpatient pharmacy and observe the effect. The number of patients before and after the PPCA cycle was retrospectively analyzed. Results: The withdrawal rate of PDCA cyclical intervention in outpatient pharmacy was greatly reduced. Conclusion: The improvement of outpatient pharmacy withdrawal system using PDCA cycle method has greatly reduced the withdrawal rate, improved the relationship between drugstore and pharmacy patients and patients, and improved patient satisfaction.