采用品管圈方法优化儿科病房服务流程

The quality circle approach to optimize the pediatric ward service processes

目的利用质量管理的利器——品管圈,组成儿科病房质量改善圈,以提高患者对儿科病房的满意度,提升儿科病房的服务水平。方法儿科病房按照品管圈实施的步骤进行计划、实施、确认和处置。结果患者对儿科病房的满意度由改善前的83.2%,提升至改善后的93.4%。结论在实际工作中恰当运用质量管理方法,能够不断发现和解决儿科病房的内部问题,改善品质和服务。

Objective To use the tool for quality management-quality control circle,composed of pediatric wards quality improvement circle to improve the satisfaction of the patients on the pediatric ward,to enhance the level of service of the pediatric.Methods In accordance with the quality circle implementation of the ten steps to planning,implementation,identification and disposal.Results The satisfaction of the ward patients in pediatric wards had improved from 83.2%,increased to 93.4%improvement.Conclusion In the actual work should be the use of appropriate quality management methods,able to continuously identify and solve the internal problems of the pediatric ward,to improve the quality and service.