| "以顾客为中心",不断提高医院整体质量 |
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| 引用本文： | 江芹,胡善联."以顾客为中心",不断提高医院整体质量[J].中国卫生事业管理,2002,18(8):472-474. |
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| 作者姓名： | 江芹 胡善联 |
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| 作者单位： | 复旦大学公共卫生学院,上海,200032 |
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| 摘 要： | 文章将工业理论中的持续性质量提高理论运用于卫生领域，结合医院现代管理理念．提出医院在一定的质量标准下．通过对医院质量和病人满意度的调查，找出医院存在的问题．提出改进措施。文章认为提高医院的质量应该“以顾客为中心”．以提高管理质量和内部顾客(医务人员)的质量(临床质量和服务质量)为根本，不断改善医院总体质量，提高医院的经济效益和社会效益。
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| 关 键 词： | 医疗质量 医院管理 服务质量 顾客理论 |
| 文章编号： | 1004-4663(2002)08-0472-03 |
| 修稿时间： | 2002年5月7日 |
Continuously Improving Hospital Overall Quality on the Basis of Customer Orientation |
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| Jiang Qin,et al..Continuously Improving Hospital Overall Quality on the Basis of Customer Orientation[J].Chinese Health Service Management,2002,18(8):472-474. |
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| Authors: | Jiang Qin |
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| Institution: | Jiang Qin,et al.School of Public Health,Fudan University,Shanghai,P.R.China. |
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| Abstract: | Continuous quality improvement (CQI) theory that is employed in industry could be applied in health care system. Combined with modern hospital management concept, the authors proposed that complied with certain quality standard, a hospital could find out problems and put forward the improvement measures on the basis of the surveys on the medical quality and patient satisfaction. Improvement of medical quality should be focused on customer orientation, especially improving the quality of management and the quality of internal customers (doctor and nurse), to increase the overall quality of hospital and to improve hospital economic and social benefits. |
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| Keywords: | Continuous quality improvement Customer orientation Hospital management |
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