医院质量战略构建与服务模式创新

Formulating in quality strategies and making innovations in service mode of the hospital

质量是医院的生命,是医院发展战略的核心问题。质量管理已发展到了全面质量管理阶段。医疗质量管理将向更深、更广、更高标准的方向发展,从而导致更加严格和精细的质量管理。加强对医院质量管理方法的研究,是医院管理者必须面对的课题。随着医院间在技术、质量等方面的差异日趋缩小,医院之间的竞争将更多地体现在服务领域,“一切以病人为中心”是医院追求的最高服务境界。在医疗服务过程中应为病人提供医疗的、精神的、文化的和情感的服务,使尊重病人、关爱病人、方便病人、服务病人的人文精神在医疗服务的全过程中得到体现。谁注意服务的细节化,谁就会在市场上更胜一筹,笔者通过对我院质量建设及服务理念、服务模式、服务内容、服务流程等的分析,初步探讨了医院质量管理及服务模式的发展变化和基本做法。

Quality is the life of a hospital and the key issue in its development strategy. Quality management has evolved to the stage of overall quality management. Medical quality management will develop in the direction of depth, breadth and higher standards, thus leading to more strict and precise quality management. A new task confronting hospital managers is strengthening research on methods for hospital quality management. As differences among hospitals in the areas of technological capability and quality level decrease, competition among hospitals will be primarily focused on areas of hospital services. That＂ patients should be the focus of hospitals services＂ has been the highest spiritual pursuit of hospitals. Hospitals should provide medical, psychological, cultural and emotional services for patients so that the humanistic spirit of being respectful, caring, convenient and serving to patients is well embodied in the whole process of medical service. Whoever pays attention to detailed services wins in the healthcare market. The paper discusses the trends and features of quality management and the evolution of hospital service modes and primary approaches of the PLA General Hospital through analyzing the ways of and experiences in quality construction and the concept, mode, content, system and flow of its services.