构建门诊医疗质量管理体系

Construction of Outpatient Medical Quality Management System

通过借鉴ISO 9001标准、PDCA循环和Donabedian质量测量模型等理论和方法,根据大型综合医院门诊的属性定位、服务内容及管理特点等,从质量目标、质量策划、质量保证、质量控制以及持续改进等5个维度构建了门诊医疗质量管理体系。该体系的构建促进了多院区门诊一体化管理。截至2018年,医院日均门急诊量较2016年上升11%;急危重症抢救成功率达99.79%;患者预约后平均等待时间较2016年缩短了近20分钟;每万人次投诉率下降至2.2%。门诊医疗质量管理体系有助于提升门诊管理质量,增强患者获得感,值得推广。

Based on ISO9001 standard,PDCA cycle and Donabedian quality measurement model,an outpatient medical quality management systemhad been established from the five dimensions of quality objective,quality planning,quality assurance,quality control and continuous improvement,according to the attribute positioning,service content and management characteristics of out-patient service in large general hospitals.The system promoted the integrated management of outpatient services in multiple hospital areas.By 2018,the average daily number of outpatient and emergency patients had increased by 11%compared with 2016;the success rate of critical emergency rescue had reached 99.79%;the average waiting time of patients after appointment had been shortened by nearly 20 minutes compared with 2016 and the complaint rate per 10000 person times had decreased to 2.2%.The outpatient medical quality management system was helpful to improve the quality of outpatient management and improve patients'sense of gain,which was worthy of promotion.