试论医院服务质量的评价与保障  

Evaluation and guarantee of the quality of hospital service

作　　者：方积乾[1] 周凤琼[2] 张寿生[3] 

机构地区：[1]中山大学公共卫生学院统计学教研室,广州510080 [2]中山大学第一附属医院医务科 [3]广东省卫生厅

出　　处：《中华医院管理杂志》2002年第10期630-632,共3页Chinese Journal of Hospital Administration

摘　　要：作者就医疗服务质量评价进行分类阐述 :①疗效与副作用 ;②生存质量 ;③质量调整生存年 ;④成本效果比 ;⑤医疗措施的适宜性 ;⑥病人满意度。随后就从抓行业作风等来保障医疗服务质量进行了分述。一是认真落实各项纠风措施 ;二是保持医院信息的真实可靠 ;三是落实以病人为中心的理念 ;四是服务质量与行业作风同步评价 ;五是形成行风建设与质量评价的良性机制。The authors first expound by classification the evaluation of the quality of medical service: ①curative effects and side effects; ②quality of existence; ③quality adjusted years of existence; ④cost effectiveness; ⑤appropriateness of treatment measures; ⑥satisfaction of patients. Then they discuss from the perspective of emphasizing trade style ways to guarantee the quality of medical service. These include earnestly implementing various style rectifying measures; ensuring the genuineness and reliability of hospital information; putting into effect the idea of patient oriented service; conducting synchronous evaluation of service quality and trade style; and establishing a sound mechanism for the improvement of trade style and quality evaluation.

关 键 词：医院服务质量 评价指标 保障机制 行风建设 

分 类 号：R197.3[医药卫生—卫生事业管理]