综合医院住院部医疗服务质量改善研究  

Study on Quality Improvement of Inpatient Medical Service in General Hospitals

作　　者：寿涌毅[1] 车文[1] 干诚远[1] 

机构地区：[1]浙江大学管理学院

出　　处：《医院管理论坛》2014年第7期30-31,43,共3页Hospital Management Forum

基　　金：浙江省社科规划‘之江青年课题研究’项目(11ZJQN041YB);中央高校基本科研业务费专项资金资助项目

摘　　要：综合医院住院部的医疗服务质量与住院患者满意度直接相关,是医院管理绩效的重要影响因素。对杭州市某三甲医院住院部患者和家属进行抽样访谈,得出患者的服务需求及其重要度评分。采用质量功能展开方法,得到质量改进要素及其优先级数值,据此提出住院部服务质量改进的重点为建立患者评价制度、合理安排各类体检、改善住院环境及优化部门布局。The quality of healthcare service in inpatient departments of general hospitals is directly correlated with the satisfaction of the patients and it is an important influential factor of hospital performance. Based on interviews with sampled inpatients and their family members in a general hospital in Hangzhou, the service needs were collected and was graded as to their importance. Quality function deployment method ,＊＇as used to extract the quality improvement factors and the importance degree, based on which we found the most significant service improvement measures are the establishment of patient evaluation system, the reasonable arrangements of physical examinations, the inpatient environment improvement and rational distribution of the different departments.

关 键 词：医疗服务 质量改善 质量功能展开 

分 类 号：R197.32[医药卫生—卫生事业管理]