基于闭环理论的医院后勤维修服务质控体系实践研究  

Practical research on the quality control system of hospital logistic maintenance service based on closed-loop theory

作　　者：周钰棨 王建明 侯战旗 ZHOU Yuqi;WANG Jianming;HOU Zhanqi(Zhengzhou Central Hospital of Zhengzhou University,Zhengzhou 450007,China)

机构地区：[1]郑州大学附属郑州中心医院,河南郑州450007

出　　处：《现代医院》2025年第4期591-594,共4页Modern Hospitals

摘　　要：医院后勤维修服务作为运行的重要支撑,存在效率低、被动维修等痛点,其根本原因是缺乏闭环机制。本文基于闭环理论,结合数学建模,构建了一套后勤维修服务质控体系,提出四阶段管理流程:计划阶段明确优化目标与约束条件;设计阶段综合优化模型以最小化响应时间偏差、维修总成本并最大化一次修复率;执行阶段基于模型解生成维修任务分配矩阵,优化资源调度;检查阶段引入RTD、FFR、QMS以量化评估服务表现;改进阶段针对问题反馈,调整模型参数形成闭环。以A医院作为对象实践,通过分析其维修数据,验证质控体系应用效果。该质控体系对优化后勤维修服务响应效率、稳定性和资源利用率具有显著成效,为其他医疗机构提供了实践参考。As an important support for hospital operations,hospital logistic maintenance services suffer from pain points such as low efficiency and passive maintenance.The fundamental reason is the lack of a closed-loop mechanism.Based on the closed-loop theory and combined with mathematical modeling,this paper constructs a quality control system for logistic maintenance services and proposes a four-stage management process:In the planning stage,optimization goals and constraints are clarified.In the design stage,a comprehensive optimization model is established to minimize response time deviation and total maintenance costs while maximizing the one-time repair rate.In the execution stage,a maintenance task allocation matrix is generated based on the model solution to optimize resource scheduling.In the inspection stage,RTD,FFR,and QMS are introduced to quantitatively evaluate service performance.In the improvement stage,problem feedback is addressed,and model parameters are adjusted to form a closed loop.Hospital A is used as a practical case study,and the application effect of the quality control system is verified through analysis of its maintenance data.The quality control system has significant effects on optimizing the response efficiency,stability,and resource utilization of logistic maintenance services,providing a practical reference for other medical institutions.

关 键 词：闭环机制 维修质控 响应时间偏差 修复率 

分 类 号：R197[医药卫生—卫生事业管理]