HCRM在妇产科流程再造与质量控制中的应用-ResearchGate.PDFVIP

/index.php/gjnr Global Journal of Nursing Research，2014,Vol.2,No.4 Application of HCRM in process reengineering and quality control of Obstetrics and Gynecology WANG Pei-hong, LUO Jian, CHENG Xiang-wei, LUO Li-bo, ZHOU Jing, ZENG Ya, WANG Xiao-li Union Hospital, Tongji Medical College Huazhong University of Science and Technology, Wuhan Hubei, China, Received: Aug 26, 2014 Accepted: Sep 11, 2014 Published: Sep 29, 2014 DOI: 10.14725/gjnr.v2n4a730 URL: /10.14725/gjnr.v2n4a730 This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. Abstract Objective: Using the hospital customer relationship management (HCRM) concept for reference, starting from the process management, explore using quality management tools to establish the management system of the patient as the center and the effective way to improve service quality. Methods: Take the concept of “the patient as the center to various processes, through the communication with patients, to understand the needs of patients, patients’ attitudes to the hospital, apply the PDCA cycle to analyze and demonstrate the existing business process, service process and management process . With the patients demand as the guidance, take the quality as the core, reengineer the process , and follow the nursing management thinking of specification - innovation - Specification - a further innovation to achieve the quality of management science. Results: The effects of HCRM on process reengineering present in many aspects ,after the process reengineering, nursing safety event rate, with new and old outpatient nursing service satisfaction of 4 indexes, the nurse experience and satisfaction, evaluation is sig