“品管圈”对降低体检客户弃检率的效果观察  

Observation on the effect of “quality control circle” to reduce the abandon rate of physical examination customers

作　　者：郭荣芬[1] 邢立影[1] 董建[1] 曹瑜[1] 朱桂银[1] 王艳丽[1] Guo Rongfen;Xing Liying;Dong Jian;Cao Yu;Zhu Guiyin;Wang Yanli(Department of Health Management, Xuanwu Hospital, Capital Medical University, Beijing 100053, China)

机构地区：[1]首都医科大学宣武医院健康管理科,北京100053

出　　处：《医学教育管理》2017年第4期301-304,共4页Medical Education Management

摘　　要：目的探讨品管圈活动对降低体检客户弃检率的效果。方法 2016年3~11月成立品管圈小组,活动开展前对体检客户放弃检查项目的现状问题进行头脑风暴找出原因,按照"80/20"法则,小组成员选出要因并进行分析,按照品管圈要求开展活动,最终找出体检客户弃检的真因,制定并落实质量改进措施。结果体检客户的弃检率由活动前的34.6%降低至活动后的11.3%,差异有统计学意义(P<0.05)。结论品管圈活动可以有效降低体检者的弃检率。(1)对体检客户而言:提高客户体检完成率保证体检质量,提高满意度;(2)对护士而言:增强责任心,提高护士与客户的沟通能力;(3)对科室而言:增加团队凝聚力,增强相互协作能力,减少差错的发生。Objective To explore the effect of quality control circle activity on reducing the rate of customers'rejection of physical exaamination.Methods From March to November,2016,we established the QCC team.Before the activities,we conducted brainstorming to find out the reasons of the rejections.According to the“80/20”rules,members of the group selected and analyzed the major reasons.In accordance with the requirements of QCC activities,we finally found out the real reasons for the customers to abandon the physical examination.We then developed and implemented quality improvement measures.Results The abandon rate of physical examination was reduced from34.6%to11.3%after the activity,and the difference was statistically significant(P<0.05).Conclusion The quality control circle activity can effectively reduce the abandon rate of physical examination.①For physical examination customers:this measure improves the completion rate of physical examination to ensure the quality of physical examination and customers'satisfaction.②For nurses:the measure enhances the sense of responsibility and improves the communication ability of nurses and customers.③For the Department:the measure increases team cohesion,enhances the ability to cooperate with each other,and reduces errors.

关 键 词：品管圈 体检客户 弃检率 

分 类 号：R47[医药卫生—护理学]