ISO9001质量管理体系在保健中心的应用效果评价  

Effeciency evaluation in healthcare center based on ISO9001 quality management system

作　　者：陈敏[1] 陈雪玲[2] 肖武[1] 邹自杰[1] 史灵梅[1] 吴家晟[1] 谢建勋 

机构地区：[1]福建国际旅行卫生保健中心,福建福州350001 [2]福建医科大学 [3]福州机场出入境检验检疫局

出　　处：《中国国境卫生检疫杂志》2014年第6期415-419,共5页Chinese Journal of Frontier Health and Quarantine

摘　　要：目的针对一个已建立ISO9001质量管理体系的国际旅行卫生保健中心(简称"保健中心")进行应用效果的评价,从而对体系进行持续改进,提高其运行的有效性和适宜性。方法以某国际旅行卫生保健中心为研究对象,对顾客(主要指出入境人群)进行满意度调查,设置4项评价指标,按照4个维度,应用差距分析模型,结合里克特等级度量法进行比较分析,据此对质量管理体系的运行效果进行评价。结果从年份、年龄段、职业、性别等维度分析得出顾客对保健中心的各项管理、服务等方面满意度、真实感知值均大于期望值,说明ISO9001质量管理体系在保健中心运行取得一定成效,与中心质量体系的管理评审结论一致,但在医技水平、服务态度、交证时间等方面存在一定不足。结论采用差距分析模型及理论,发现了质量管理体系方面存在的不足,对进一步改进保健中心工作管理具有实际应用价值。Objective Toevaluate the efficiency of a healthcare center for the ISO9001 management system application, in order to improve the effectiveness and suitability of the system continuously. Methods A questionnaire survey was carried on in a international travel healthcare center. Gap analysis model and Liker level measurement method were used based on four indexes and four dimensions to evaluate the system running effects.Results The management, service, satisfaction real values were greater than expectations from the aspects of year,age, occupation, gender analysis, it was consistent with the system management review, It was also found that the medical technology level, service attitude, delivery time need to continuously improve in the future. Conclusion Several deficiencies hand been revealed in the running of quality management system by Gap analysis model and Liker level measurement method. It was benefit for improving the quality management system running.

关 键 词：保健中心 ISO9001质量管理体系 应用 效果 评价 

分 类 号：R197.6[医药卫生—卫生事业管理]