开展医疗服务质量万里行初探.pdfVIP

开展“医疗服务质量万里行初探 周士金①贾国洪①蔡瑞华① 摘要 医院开展“医疗服务质量万里行”是通过对出院患者入户走访、跟踪调查，了解病人及陪护家属在医院期 间的亲身感受，广泛收集他们对医务人员医疗质量、服务质量的反映，力求掌握真实可靠的第一手资料，以便开展有针 对性的管理工作，不断提高医疗服务质量。文章从“医疗服务质量万里行”的目的、方式方法、结果分析处理三个方面进 行了探讨。 关键词 医疗质量服务质量万里行 ResearchStudiesof ofMedicalServices／Zhou QualityImprovement Shijia，Jia Guohong，Cai Management，2000，20(12)：32—33 Hospital In to team their Abstractaneffort to work aswellas is inon helpmanagersperform effectivelyefficiently，thishospitalengaged as activities，suchhomevisit other that goingmanagementdevelopment patient amongfollow—upinvestigations。so canbeextended a to toclients questionnaireinclude：tnlly beyondmerelydelivering listening theirrecommendationsabout inwhich serivcecontributionsbemore muchmore soliciting ways hospital may ideal；allowingscope for in andnot sortofframeworkontothe of depthrespondents’8xtswersgivingany respondents’waysanswering ideasabouthowto toincreased andsocial and forminggood adapt competition，farreachingtechnologicalchanges，majorindustry to serviceclients． organizational interdependencies，increased restructuring，greater accountabilitygovernment，thepublic，and wordsmedical march Key quality，servicequality，longquality Authours’addressFirstClinical ofChinaMedical 10001，PRC College University，Shenyang，1 I 开展“医疗服务质量万里行”的目的 务质量万里行”标