摘要
我国现有的医疗服务质量和社会期望及生物-心理-社会医学模式仍存在一定的差距.北京大学人民医院应用品质管理圈构建医疗服务全面监管平台和文明服务持续改进系统来提升服务品质.本研究介绍了该院构建医疗服务全面监管及文明服务持续改进系统的各项举措,并展示了该院6年多的实践后,该系统在挖掘服务缺陷、优化服务流程、持续改进服务质量方面发挥出的重要作用以及取得的一些成效,并总结了加强实时监管、落实管理标准化和长效机制等一些体会.
A gap is found between the existing quality of care, and social expectations and the PDCA model. Peking University People＇ s Hospital applied the quality control circle in building a supervision platform for medical quality and sustained improvement of civilized services. This study demonstrated the efforts in this regard made hy the hospital, and the major outcomes of the platform in its 6-year practice in identifying service defects, optimizing service prbcesses and sustained improvement of medical services. In addition, it also shared insights on enhanced real-time supervision, standardized management, and long-term mechanisms of the hospital.
出处
《中华医院管理杂志》
北大核心
2014年第3期234-237,共4页
Chinese Journal of Hospital Administration
关键词
医疗服务
品管圈
持续改进
服务缺陷管理
Medical service
Quality control circle
Sustained improvement
Service defectmanagement
