临床检验服务品质持续改善实践探讨

Discussion on continuous improvement of laboratory test quality

检验科作为医院的重要窗口科室,其服务品质直接影响医院的整体形象。东阳市人民医院检验科通过科室自查、医院层面调研、第三方调研等途径查找自身问题,按照既定的改善策略,重点解决采血窗口排长队和门诊检验报告延迟问题,从服务态度和服务细节方面提升服务品质,多措并举提升员工采血、检验等专业技能,取得一定成效。检验科服务品质持续改善重点在于门急诊检验窗口工作人员,在保证其具备过硬专业技术的基础上,应重点提升工作人员的服务技巧。

As a window department who directly faces patients, its quality and service heavily influences hospital brand. By self-supervision, hospital level investigation and the third party investigation, problems of laboratory test in Dongyang People’s Hospital have been found. Focusing on key problems such as long waiting time of getting blood sample and delay of outpatient laboratory test report, a series of countermeasures such as improving professional skill, promoting service altitude and paying attention to service details have been taken and have got some effectiveness. The key countermeasures on continuous improving laboratory test quality are promoting staff’s professional and communication and other skills.