Study of Enhancement of the Satisfaction to Inpatient Dispensary Applying the Concept of Lean Six Sigma

OBJECTIVE To improve the work quality and enhance the satisfaction to the inpatient dispensary department. METHODS Applying Lean Six Sigma management principle, four projects were optimized, that was the service process, service environment, error management and service attitude, to improve the work quality of inpatient dispensary department. RESULTS When measures were implemented, the work flow was optimized, speed of dispensary was accelerated, the environment kept cleaning, errors were reduced, the attitude of staffs to serve the ward was significantly improved. The satisfaction of the wards to the inpatient dispensary department was significantly promoted. CONCLUSION Applying Lean Six Sigma management principle, the work quality of the inpatient dispensary department is enhanced, and the ward’s satisfaction to the inpatient pharmacy is significantly improved.