基于质量功能展开技术的某社区医疗服务质量改进研究

QFD-based improvement of community healthcare quality

目的应用质量功能展开（QFD）技术定量识别服务改进优先级，从而有针对性地提出改进医疗服务质量措施，为相关社区医疗服务质量改进提供方法学的参考。方法在调查社区患者需求的基础上，通过层次分析法（AHP）确定患者需求的重要度，应用质量功能展开中的质量屋（HOQ）技术，将患者的需求转化成相应的医疗服务质量保障要素，通过计算最终确定各保障要素改进的优先级。结果强化医务人员服务管理与考核、提升医务人员业务素质、实施医务人员道德考评、开展疾病预防及康复和健康咨询与培训等，分列优先改进的前4位，优先级分值分别为174．9、156．8、116．9和98．9。结论通过对某社区卫生服务中心的案例研究，表明质量功能展开技术可为改进社区医疗服务质量提供有效的方法学参考。

Objective The quality function deployment （QFD） technique is used to quantitatively identify the improvement priorities of service factors. The study aims at identifying measures to improve community healthcare quality and methodology references for such improvement. Methods Based on the patients demand survey in the community, the AHP method is used to identify the importance of patient＇s needs, and then the house of quality （HOQ） technique of QFD is used to transfer such needs into the corresponding service elements of healthcare. Calculations in the end determine the final priorities of improvement measures. Results The top four priorities in the improvement include strengthening the service management and examination of the medical staff, improving the capabilities of medical staff, introducing moral evaluation for medical staff, introducing consultation ~training for disease prevention, rehabilitation and healthcare. Conclusion Case studies in a community prove that quality function deployment （QFD） technique can effectively provide methodology reference for the improvement of community healthcare quality.