优质服务在医院保障体系消毒供应中心中的建立与实施

Establishment and application of high quality service in central sterile supply department under health insurance system

目的探讨优质服务在医疗保障体系消毒供应中心的实践。方法采取科室文化的创建,工作质量的管理,服务流程的优化,特色服务的提升以及专科技能的培训等方式为临床一线提供优质服务。结果服务实施后工作缺陷下降,工作效率提高,工作质量达标,临床满意度上升。结论消毒供应中心为临床提供优质服务,能够让患者、政府、社会、护士满意,需要进一步推广。

OBJECTIVE To discuss the service quality of the central sterile supply department applied in the health insurance system. METHODS Construction of department culture, quality management, optimization of the sterile procedure, raise of the featured service and training of the specialized skills were applied to provide the high quality service for clinical personnel. RESULTS After applying the methods, flaw rates of the work dropped, working efficiency was enhanced, work quality matched the standard, and satisfaction of clinical personnel was increased. CONCLUSION The central sterile supply department offers high quality service for the clinical personnel as well as the satisfaction for the patients, the government, and the whole society, which need to be further spread.