QFD和SECI模型在地震伤员救治质量改进中的作用  

The Application of the QFD and SECI Models in Quality Improvement for Wounded People in Earthquake

作　　者：姚瑶[1] 李妙[1] 袁方[1] 张梅霞[1] 

机构地区：[1]南方医科大学附属珠江医院质量管理科,广东广州510280

出　　处：《中国卫生质量管理》2009年第6期44-46,共3页Chinese Health Quality Management

基　　金：广东省科技计划项目(2007B031302009);海珠区科技计划项目(2008-Y-16)

摘　　要：目的迅速、有效地识别地震伤员需求,提高诊疗服务质量和患者满意度。方法构建基于QFD和SE-CI的诊疗服务质量改进设计模型,利用质量屋技术,把顾客需求转换成质量特性,并计算其重要度,实施针对性改进。结果36名地震伤员治愈好转率为100%;对医院服务质量总体满意度为94.8分,医疗服务满意度为95.0分,护理服务满意度为95.4分。结论QFD和SECI模型有助于医务人员正确把握患者需求,从而提高诊疗服务质量和患者满意度。Objective To rapidly recognize the demands of the wounded in earthquake, improve the medical service quality and patient satisfaction. Method Based on the constructed QFD and SECI models of the service quality design and improvement for the wounded in earthquake by using HOQ, we can transform customerg demands into quality characteristics, then calculate importance of those for medical service quality key points of the wounded in earthquake to implement specific improvement measures. Result The cure rate of 36 patients was 100%. Total satisfactory degree was 94.8, medical service satisfaction degree was 95.0, and nursing service satisfaction degree was 95.4. Conclusion QFD and SECI models are helpful for medical staff to obtain a right judgment of patient demands, and provide perfect medical service and the patient satisfaction.

关 键 词：地震 质量功能展开 SECI 需求 满意度 

分 类 号：R197.323[医药卫生—卫生事业管理] R821[医药卫生—公共卫生与预防医学]