根源分析法在收费窗口不良事件管理中的应用  

Application of Root Cause Analysis in Adverse Events Management at Charging Service Window

作　　者：王晓京[1] 王涤非[2] 王琳娜[1] 但秀娟[1] 

机构地区：[1]解放军总医院第一附属医院经济管理科,北京100048 [2]解放军总医院挂号收费科,北京100853

出　　处：《解放军医院管理杂志》2016年第6期586-587,593,共3页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的探讨根源分析法(RCA)在解决医院收费窗口发生不良事件的作用。方法运用根源分析法识别和分析收费窗口不良事件发生的根本原因,探讨解决窗口不良事件的有效方法,并制定预警措施。结果收费窗口不良事件发生的宏观原因是医疗资源布局不合理,医疗体系内部结构失衡;微观原因是医院业务流程操作缺陷和医患信息不对称所导致的各种冲突。结论对结算差错及投诉等不良事件进行根源分析有利于窗口服务质量持续改进和提高。Objective To explore the events in hospital charges, the author explored effect of root cause analysis （RCA） on the occurrence of adverse effective methods to reduce the adverse events of the window, and developed early warning measures. Methods Root cause analysis was used to identify and analyze the root cause of adverse events in the chargeing service windows. Results Macro cause of adverse events is unreasonable distri- bution of medical resources, internal structure imbalance of medical system, and the microscopic reason is a variety of conflicts caused by the business process defects and the information asymmetry in the hospital. Conclusion The root cause analysis is helpful to improve the service quality of the charging window.

关 键 词：根源分析法 不良事件 缺陷管理 

分 类 号：R197.32[医药卫生—卫生事业管理]