医院服务质量技术分析.ppt

（续） The basic definition of quality, then is: meeting customer’s needs and reasonable expectations. 质量的基本概念就是满足消费者的需求和合理的期望值。 标准决定质量 Standard are written for patients, staff, system.标准是为病人\员工和机构设立的 What patients are to receive病人将得到什么服务 How staff are to function员工如何提供服务 How the system is to operate机构如何运转 Standard must be approved by an authority 标准必须通过权威同意 * Quality of Care in the Hospital 医院服务质量 What Quality Means什么是质量？ A customer who buys your product or service has certain expectations. If the product or service meets or exceeds those expectations time and time again, then, in the mind of that customer, it is a quality product or a quality service. 消费者购买产品和接受服务时都有一定的期望值，如果产品或服务总是满足甚至超过消费者的期望值，他们就认为这个产品或服务是有质量的。 Thomas H. Berry Quality 质量 W. Edwards Deming “ Doing the Right thing Right, Right away ” “立即做好该做的事” A Conceptual Framework for Quality of Care in Hospital 医院服务质量的概念架构图 Montague Brown ACONCEPTUAL FRAMEWORK FOR QUALITY OF CARE IN HOSPITALS 医院服务质量概念框架 JCAHO,CMA, CNA, etc 医院质量论证 SERVICE PROVIDER ATTITUDE 服务者的态度 CUSTOMER’S EXPERIENCE AND SERVICE QUALITY 顾客的体验和服务的质量 STRUCTURE, PROCESS,AND OUTCOME 结构,过程,效果 CUSTOMERS顾客 PATIENTS 病人 FAMILIES, FRIENDS, (VISITORS)家属\朋友,(探视者 GOVERNMENT政府 INSURANCE PAYER保险公司 PHYSICIANS医生 INTERNAL CUSTOMERS内部顾客 QUALITY OF CARE IN HOSPITALS 医院服务质量 PERCEIVED QUALITY 感知到的质量 QUALITY OF CONFORMANCE 遵守的质量 IMPROVED QUALITY AND SATISFIED PATIENTS 改进的质量和满意的病人 REDUCED COSTS 费用降低 INCREASED PRODUCTIVITY 生产力提高 INCREASED PROFITS] 效益提高 A CONCEPTUAL FRAMEWORK FOR QUALITY OF CARE IN HOSPITALS 医院服务质量概念框架 JCAHO,CMA, CNA, etc. 医院质量论证 Structure, Process, and Outcome 结构,过程,效果 Service Provider Attitude 服务者的态度 Customer’s Experience and Service Quality 顾客的体验和服务的质量 Quality of care in Hospitals 医院服务质量 Quality of Conformance 遵守的质量 Perceived Quality感知到的质量 A CONCEPTUAL FRAMEWORK FOR QUALITY OF CARE IN HOSPITALS 医院服务质量概念框架 CUSTOMERS 顾客 Patients病人 Families, Friends,(Visitors)家属,朋友,(探视者) Government 政府 Insurance Payer保