循迹追踪联合PDCA在医院服务管理中的应用

Application of Trace Tracking Combined PDCA in Hospital Service Management

目的探讨PDCA及循迹追踪法在医院服务管理中应用的效果。方法2018—2021年医院通过构建服务管理架构、确定服务战略、健全服务管理制度,采用PDCA循环及循迹追踪法,发现医院运营中的薄弱环节。构建“标准-制度-培训-督查-提升”的管理循环,制定日巡查、周督查、月反馈、季通报、半年警、年总结等措施,从制度的执行到环节管理、结果的科学评判,再到服务缺陷案例回顾分析,结合日常工作中的警示教育、执行情况的联合督查等一系列循迹管理。结果医院在福建省卫生健康委员会开展的患者满意度测评中,患者的就医体验和满意度持续上升,2018年86.57分,2019年89.85分,2020年90.27分,2021年92.42分;有关服务的投诉率环比下降35%;医院门急诊量、住院人数等主要业务指标日趋优化;改善服务的管理成效获得国家卫生健康委员会的肯定。结论PDCA联合循迹追踪的管理模式在发现服务缺陷、再造服务流程、规范服务行为等医院服务管理建设方面有明显成效。

Objective To explore the application effect of PDCA and track tracking method in hospital service management.Methods From 2018 to 2021,the hospital found the weak links in hospital operation by constructing the service management structure,determining the service strategy,perfecting the service management system,and adopting the PDCA cycle and track tracking method.Build a management cycle of“standards-systems-training-supervision-promotion”,formulate measures such as daily inspections,weekly inspections,monthly feedback,quarterly bulletins,half-yearly police,and annual summaries,from system implementation to link management,the scientific evaluation of results,the review and analysis of service defect cases,combined with warning education in daily work and joint supervision of implementation.Results In the patient satisfaction evaluation conducted by Fujian Provincial Health Commission,the patient’s medical experience and satisfaction continued to increase,86.57 points in 2018,89.85 points in 2019,90.27 points in 2020,and 92.42 points in 2021.The rate of complaints about services fell by 35%month-onmonth.The number of outpatient and emergency visits,the number of inpatients and other major business indicators of the hospital had been optimized day by day.The management effectiveness of improved services had been recognized by the National Health Commission.Conclusion The PDCA combined track tracking management mode has obvious effects on the construction of hospital service management,such as finding service defects,reconstructing service process and standardizing service behavior.