医疗质量管理体系建设

On the Construction of Medical Service Quality Management System

医疗质量是医院立足之本。医疗质量管理的发展历经萌芽、经验管理、统计质量管理、全面质量管理、现代质量管理等不同阶段。建设医疗质量管理体系要以患者为中心、全员参与、实现全过程管理与控制、坚持质量持续改进为原则;建立院、科、医务人员三级管理结构和网络;制订包含技术、管理、服务三类质量管理标准;应用PDCA循环管理方法;明确管理层次与考核部门,依据质量标准文件,生成考核结果,完善奖惩机制,发现问题并纠正,持续改进,不断提高顾客满意度。

Medical service quality is vital to a hospital. The management of medical service quality has been developed in different stages： primary, experimental, statistic quality, comprehensive quality and modern quality management. It is imperative to practice patient-centered, all-staff involvement, whole process management and control, consistent improvement in the building of a medical service quality management system. A three-tier management structure and network consists of the hospital, departments and medical staff should be established. The criteria including technical, management and service qualities should be laid down and PDCA circle administrative method applied. It is extremely important in modern hospital management to clarify the management tiers and assessment sections, produce the assessment results according to the documents of quality criteria, improve the mechanism of rewards and penalties, put right any problems when they are noticed, make continuous improvements to meet the growing satisfaction of the customers.