医院后勤外包服务动态监控体系的建立和应用成效  

The establishment and application of a dynamic monitoring system of hospital logistics outsourcing services

作　　者：戴小亚 文志林[1] 

机构地区：[1]复旦大学附属肿瘤医院复旦大学上海医学院肿瘤学系,上海200032

出　　处：《中国卫生资源》2013年第6期402-404,共3页Chinese Health Resources

基　　金：复旦大学后勤研究院科研基金资助项目(2011);上海市医院管理研究基金局级课题基金资助项目(2012020)

摘　　要：介绍了医院后勤外包的现状;具体描述了某院在后勤外包监管工作中所探索出的动态监管模式、分级服务协调机制、运用服务质量控制差距分析(5GAP)模型改革后勤服务各条线的服务模式以及所取得的成果;分析了由第三方监测所得到的满意度数据,结果显示各条线满意度明显提升,后勤管理部门对外包承接方实行动态有序的监管,双方协调顺畅、运营高效稳定。This paper described the status of the hospital logistics outsourcing and introduced experiences in hospital logistics outsourcing. Dynamic monitoring model, the grading service coordination mechanisms and 5GAP model used for reforming logistics services had been implemented and better results were achieved. Data obtained by third-party monitoring showed satisfaction had been improved significantly. Hospital logistics administrators implemented dynamic and orderly regulation of service providers. Both sides coordinated in a smooth, highly efficient and stable operation.

关 键 词：后勤外包 动态监控 服务协调机制 服务质量差距模型 

分 类 号：R197.322[医药卫生—卫生事业管理]