引入申诉机制持续改进考核质量

Introducing the Grievance Mechanism to Continuously Improve the Quality of Assessment

目的探索医疗质量考核中引入"申诉"机制对提高考核质量的效果。方法在医疗质量考核中引入"申诉"机制,保留员工申诉权,专人负责,统一受理,主动发现影响医疗质量和考核质量的问题,并针对性改进。结果 2015年4月-2017年12月共考核个案3 661例,受理申诉115例,申诉率为3.14%。其中,合理申诉43例,不合理申诉72例。申诉原因依次为:个人原因(62.6%)、考核方案(18.3%)、系统支持(13.9%)、考核差错(5.2%)。结论引入申诉机制,有助于发现考核过程中的问题,保证考核的公正性、公平性,同时根据存在问题进行针对性改进,提高了考核质量。

Objective To explore the effect of grievance mechanism in medical quality assessment on improving assessment quality.Methods The hospital introduced the grievance mechanism in medical quality assessment to retain the right of grievance for staff,with a special person responsible for unified dealing with appeal.Problems of assessment and medical quality can be found initiatively,and continuous quality improvement were implemented by categorizing.Results From April 2015 to December 2017,3 661 cases were assessed and 115 grievances were received(3.14%),of which 43 cases were reasonable gnevances,72 cases of unreasonable appeals.Problems were as follows:personal reasons(62.6%),assessment schemes(18.3%),support systems(13.9%)and assessment errors(5.2%).Conclusion The introduction of the grievance mechanism will help to find out the problems in the assessment process,ensure the fairness and fairness of the assessment,and improve the quality of the assessment according to the targeted improvement of the problem.