QFD管理模式提升出院服务质量与效率的实践与探讨  

Practice and Discussion of QFD Management Model to Enhance Quality and Efficiency of Hospital Discharge Services

作　　者：冯瑶 吴菁 余秀秀 金珍珍 李海燕 FENG Yao;WU Jing;YU Xiu-xiu;JIN Zhen-zhen;LI Hai-yan(The First Affiliated Hospital of Wenzhou Medical University)

机构地区：[1]温州医科大学附属第一医院

出　　处：《医院管理论坛》2024年第3期24-27,共4页Hospital Management Forum

摘　　要：目的 探讨QFD管理模式在推进高质量出院服务中的应用及效果。方法 应用QFD管理工具梳理患者出院流程,结合医院现况,挖掘患者办理出院手续的需求并分类,识别魅力质量需求,设定目标值,实施质量改进措施,制定标准化流程。结果 应用QFD管理工具后,患者出院办理有效时间比例(PCE)由14.3%上升至40.4%,患者11点离开病区完成率由56.1%上升到90.9%,差异均具有统计学意义(p<0.005)。结论 应用QFD管理模式能缩短出院办理时间,提高患者满意度,提升了医院服务水平。Objective To explore the application and effect of QFD management model in promoting high-quality discharge services.Methods Applied QFD management tools to sort out the patient discharge process.Taking into account the current situation of the hospital,the needs of patients for discharge procedures were explored and classified,charismatic quality needs were identified,target values were set,quality improvement measures were implemented,and standardized processes were developed.Results After applying the QFD management tool,the percentage of patient discharge processing effective time(PCE) increased from 14.3% to 40.4%,and the completion rate of patients leaving the ward at 11:00 a.m.increased from 56.1% to 90.9%,and the differences were statistically significant(p<0.005).Conclusion The application of QFD management model can shorten the discharge processing time,improve patient satisfaction and the hospital service level.

关 键 词：质量功能展开 出院流程 服务质量 就医体验 

分 类 号：R197.3[医药卫生—卫生事业管理]