PDCA循环理论对医疗服务质量管理的效果观察

Observation on the Effect of PDCA Cycle Theory on Medical Service Quality Management

目的分析医疗服务质量管理中运用计划、执行、检查以及调整(PDCA)循环理论的实际效果。方法2017年1月—2017年12月期间在医院未实施PDCA循环理论从中选取200例住院患者作为对照组,2018年1月—2019年6月期间在医院实施PDCA循环理论从中选取200例住院患者作为观察组,对比两组患者相关指标。结果相较于对照组,医疗费用、就医环境、诊治过程、医疗技术、护士服务态度、医生服务态度和满意度观察组评分均显著较高(P<0.05);病历书写合格率和处方书写合格率观察组显著高于对照组(P<0.05)。结论PDCA循环理论应用于医疗服务质量管理中的效果显著,各维度得分均较高,提升了满意度,且加强了病历书写合格率和处方书写合格率。

Objective To analyze the practical effects of applying the Plan,Execution,Inspection and Adjustment(PDCA)cycle theory in medical service quality management.Methods From January 2017 to December 2017,we did not implement the PDCA cycle theory in our hospital.200 hospitalized patients were selected as the control group.From January 2018 to June 2019,the PDCA cycle theory was selected in our hospital.The hospitalized patients were used as observation groups to compare the relevant indicators of the two groups of patients.Results Compared with the control group,the medical expenses,medical treatment environment,diagnosis and treatment process,medical technology,nurse service attitude,doctor service attitude and satisfaction observation group scores were significantly higher(P<0.05);medical record writing rate and prescription writing pass rate The observation group was significantly higher than the control group(P<0.05).Conclusion The application of PDCA cycle theory in the quality management of medical service is remarkable.The scores of each dimension are higher,the satisfaction is improved,and the pass rate of medical records and the pass rate of prescription writing are strengthened.