“零缺陷”管理与医院接触点服务质量的探讨  

The correlation between medical quality zero deficiency management and deficiency medical management

作　　者：朱少铭[1] 金朝霞[1] 涂汉军[1] 

机构地区：[1]郧阳医学院附属太和医院,442000

出　　处：《中国卫生质量管理》2003年第5期10-12,共3页Chinese Health Quality Management

摘　　要：本文重点探讨了“零缺陷”管理在医院实际应用的每一个接触点上实施“零缺陷”的办法,重点对医护、医技、后勤与临床等的接触要点和如何质量控制进行了探讨,通过进行质量教育和各种规范的建立,以及对接触点质量的控制,使医院的服务质量管理取得了明显的成绩。This article discusses mainly how to implement the method of zero deficiency in every contact point of medical service and patients according to zero deficiency management in the working practice of hospital, and stress contact point among doctors and nurses, medical assistant sections, logistics and clinical sections, etc. discuss further how to carry through quality education, various criterion erection and the control of contact point quality.

关 键 词：零缺陷 服务质量 接触点 

分 类 号：R197.3[医药卫生—卫生事业管理]