基于精益管理的医院医疗服务质量提升路径研究  

Study on the Path of Lean Management to Enhance the Quality of Medical Services in Hospitals

作　　者：赵若楠 王健 邓嘉慧[1,2] 娄佳旭 刘美 李超凡 ZHAO Ruonan(Center for Health Management and Policy Research,School of Public Health,Cheeloo College of Medicine,Shandong University,Jinan,Shandong,250012,China)

机构地区：[1]山东大学齐鲁医学院公共卫生学院卫生管理与政策研究中心,山东济南250012 [2]国家卫生健康委员会卫生经济与政策研究重点实验室(山东大学),山东济南250012

出　　处：《医学与社会》2024年第3期127-131,共5页Medicine and Society

基　　金：国家自然科学基金资助项目,编号为72204146;山东省建立健全现代医院管理制度试点工作评估研究项目,编号为SK210655;恩泽医院管理研究(青年)基金项目,编号为SK200032。

摘　　要：国内外医院的实践经验表明,精益管理在提升医疗服务质量的过程中发挥着重要作用,是推动公立医院实现高质量发展的重要手段之一。通过梳理国内外精益管理与医疗服务质量相关文献,发现精益管理主要包含以人为本、消除浪费、全员参与、跨部门协作、精益求精与持续改进的原则。基于SERVQUAL模型构建精益管理推动医疗服务质量提升的路径,发现精益管理对医院医疗服务质量的移情性、有形性、响应性、保证性、可靠性5个维度均起到推动与提升作用:第一,精益管理能够培养医务人员对患者的同理心,提高患者满意度;第二,精益管理可以改善患者就医环境,规范物品摆放;第三,精益管理能够优化就医流程,提高诊疗效率;第四,精益管理可以激发员工积极性,提升员工专业能力;第五,精益管理能够减少医疗差错,保障患者安全。The practical experience from both domestic and international hospitals underscores the pivotal role of lean management in enhancing the quality of healthcare services.It stands out as a crucial tool in propelling public hospitals towards high-quality development.By reviewing pertinent literature on lean management and healthcare service quality,it is evident that lean management is primarily characterized by five principles:a focus on people,waste elimination,full staff engagement,inter-departmental collaboration,a commitment to excellence,and a drive for continuous improvement.Drawing upon the SERVQUAL model,a framework emerges for lean management to catalyze the enhancement of healthcare service quality.This framework reveals that lean management exerts a positive influence on five dimensions of hospital healthcare service quality:empathy,tangibility,responsiveness,assurance,and reliability.Specifically,lean management serves to elevate medical staff's empathy towards patients,leading to heightened levels of patient satisfaction.Moreover,it facilitates the improvement of the patient care environment and the standardization of item placement.Additionally,lean management optimizes the medical treatment process,thereby enhancing the efficiency of diagnosis and treatment.Furthermore,it ignites staff motivation,consequently bolstering their professional capabilities.Finally,lean management contributes to a reduction in medical errors,ultimately ensuring the safety of patients.

关 键 词：医院管理 精益管理 医疗服务质量 

分 类 号：R-05[医药卫生]