医院品牌效应的评估指标体系建立及应用

通过对国内外关于医院品牌的文献回顾,归纳和比较的方法收集资料、利用专家咨询方法完成评估指标的确定,运用"层次分析法"计算各级指标的权重系数,构建医院品牌效应评估指标体系.并应用指标体系和评价模型对医院品牌进行探索性的应用研究,从而为医院管理者提供管理决策科学依据.

Abstract：

Literature review of the world on hospital brands, data collection in summary and comparison, and specialist consultancy were used to set the appraisal indicators, while the stratum analysis was used to calculate the weight coefficients of individual indicators, for building the appraisal indicators system for hospital brand effect. In addition, the indicators system and appraisal model were called into play to explore the use of hospital brands, offering scientific references for hospital management.     

公立医院组织文化测评量表研究

目的借鉴Denison组织文化模型,结合我国公立综合性医院特点,科学测评医院文化.方法 运用我国东、中、西3省/直辖市的87所医院的调查数据,研究设计了医院文化测评量表.结果 医院文化测评量表包括方向性、一致性、参与性、适应性4大文化特性以及社会责任、竞争意识在内的13个文化维度,经检验,量表具有良好的内部信度和效度.结论 医院文化测评量表为医院管理者进行医院文化测评、诊断和改善提供了测评工具.

Abstract：

Objective A scientific evaluation of hospital culture with the Dimension organizational culture model, in view of features of China's general public hospitals.Methods Based on Denison model, according to the characteristics of the public general hospitals in China, the authors developed a tool for organizational culture assessment (TOCA) by using the survey data from 87 hospitals in three provinces from the East, Central, and West areas in China.Results This tool, an evaluation scale, comprises the four cultural characteristics of direction, consistency, participation, and adaptability, as well as 13 cultural dimensions of social responsibility and competitive consciousness. The tool is tested as having good internal reliability and validity.Conclusion The TOCA provides hospital administrators with a tool for hospital culture evaluation, diagnosis and improvement.     

Examining the Factors that Influence the Use of Social Media for Disaster Management by Underserved Communities

This study examined the propensity of social media use by underserved communities by drawing on the literature on the digital divide and attribution theory.Specifically,this research explored the factors that can influence the use of social media for disaster management.The study used survey methodology to collect data and partial least squares structural equation modeling(PLSSEM)to analyze the data and test the hypotheses.The results of the study indicate:(1)that the propensity of social media use for disaster management is low for underserved communities;(2)a positive relationship between an individual’s effort and the intention to use social media for disaster management;and(3)a negative relationship between task difficulty and the intention to use social media for disaster management.The study expanded the literature on the use of social media in disaster management.The article also provides both theoretical and practical implications.     

PDCA管理在药物不良反应监测中的应用

目的 医疗质量管理的核心是保证患者安全,用药安全则是实现这一目标的关键因素.综合医院做好药物不良反应监测,调动医务人员主动上报药物不良事件并持续改进,是医院安全文化面临的挑战.方法　通过采用PDCA循环医疗质量的管理方法,制定药物不良反应上报标准,分析我院2005年～2009年药物不良反应监测情况,提出持续改进的措施.结果　5年来,我院上报各种药物不良反应2 850例次,平均每年570例次,住院患者药物不良反应发生率为3.28%.其中严重药物不良反应43例次,发生率为0.49‰,占药品不良反应的比例为1.51%.我院在药物不良反应监测数量和质量上逐年提高,初步形成了用药安全文化.结论 PDCA循环管理可以有效地改进医院药物不良反应监测工作,提高医务人员主动上报的自觉性.针对药物不良反应发生各个环节的持续循环管理,可以最大程度地降低风险、保证患者医疗安全.药物不良反应漏报及其改进措施将是今后医院做好此项工作的重点.

Abstract：

Objective Patient safety is key to quality of care in hospital management, for which drug safety is critical. General hospitals are challenged with how to monitor drug adverse reaction (ADR), and motivate their staff to report ADRs in building a hospital safety culture. Methods The PDCA cycle quality improvement process was called into play, to set the ADR criteria and analyze data of inpatients' ADRs from 2005 to 2009, which was followed by measures proposed for ADR continuous improvement. Results A total of 2850 ADR cases were reported in the past 5 years, averaging 570 cases per year. The ADR incidence rate was 3. 28%, of which 43 were severe ADR cases, or 0. 49% of the total cases, accounting for 1. 51% of all the ADR cases. Year to year, the quantity and quality of ADR reporting have been improving in the hospital, witnessing an initial culture of drug safety. In 2008, the hospital was awarded as an advanced ADR center in Beijing. Conclusion The PDCA cycle is an effective means for ADR management, as it can improve the awareness of the medical staff for proactive ADR reporting. Sustained circular management against ADRs can minimize risks and maximize patient safety.Under-reporting and the corrective measures shall be watched over by the hospital in the future.     

多方构建和谐医患关系初探

随着我国经济的发展,病人维权意识不断增强,由于纠纷数量增加,病人与医院的医疗纠纷增加,和谐的医患关系受到很大的冲击.本文从宏观和微观两个层次探讨了和谐医患关系的内涵、影响因素及维护这种关系的措施.重点探讨了政府和医院在构建和谐医患关系中作用,提出政府应努力营造有利于和谐医患关系的社会环境;医院应加强管理以保证医疗过程的顺利进行.

Abstract：

Rapid economic development in China gives rise to a growing awareness of patients'rights, resulting in more disputes in medical malpractice between patients and hospitals and deteriorating the once harmonious doctor-patient relationship. The paper discussed the content, influencing factors of a harmonious relationship from both macro and micro perspectives. It focused on the role of governments in building and safeguarding a harmonious relationship, proposing the government should endeavor to create a favorable social environment while the hospital should enhance its management to safeguard a smooth medical process.     

基于集团化的社区卫生服务管理模式研究

发展基于社区卫生服务的基本医疗卫生服务体系是新医改的重要目标之一,建立基层医疗机构管理服务新机制是浙江省新医改的创新和有益的探索.阐述了目前基层医疗机构管理服务现状,重点论述了杭州市某区卫生局从2007年底积极开展社区卫生服务集团化管理的"九‘化'模式"的具体策略和获得的主要成效,为探索区域内社区卫生服务机构的集团化管理,为完善以社区卫生服务为基础的新型城市基层医疗卫生服务体系,提供模式参考.

Abstract：

Full-speed development of the primary health care centering on community health service is key to the ongoing health reform in China. Building a new management mechanism for these grass-root health centers is an innovative approach of such a reform as carried out in Zhejiang province.The authors described the present management mechanism in the province, and focused on the specific measures and main outcomes of the "nine Group-scale model" as used by a district health bureau in Hanzhou since end of 2007. The paper aims at building an ideal model for group-scale management of community health centers, and improving the new city primary health care system centering on community health service.     

基于社会治理视角的公立医院社会评价策略及研究框架构建

社会治理是基于对社会管理过程中权力格局分析与判断,在政府、市场、社会与公民基本关系明确定位的前提下倡导的新型公共管理模式.社会评价是基于社会治理理论的一种有效实现载体和手段,由于其对公众利益和责任表达、解决突出社会矛盾问题具针对性和优越性,已得到普遍促进和应用.在基于社会治理理论开展公立医院管理改革情景分析的基础上,阐述了国内外社会治理及社会评价理论、内涵与进展,以及对相关社会领域社会评价治理路径及实践探索进行梳理分析,提出了在医疗服务管理领域探讨和开发其公立医院社会评价策略及研究框架构建,为探索建立公立医院社会管理制度以及政策制定提供依据.

Abstract：

Social governance is a novel form of public administration made based on the analysis and judgment for the power pattern in the course of social administration, a model advocated in the premise of a clearly positioned relationship among the government, marketplace, society and citizens.Social evaluation is an effective carrier and means leveraging the social governance theory, which has found extensive and outstanding use in such issues as expression of public interests and responsibilities,and in tackling sharp social problems. The authors called into play the scenario analysis based on public hospital management reforms with the social governance theory. In addition, they explored social governance at home and abroad as well as the theories, meaning and progress of social evaluation, and analyzed the pathways and probes in social evaluation and governance in the fields in question. On such basis, the paper proposed to explore and develop the social evaluation strategies and study framework for public hospitals in terms of healthcare management, aiming at building the social governance system and policies for public hospitals.     

深圳市公立医院法人治理改革探索

分析了目前公立医院体制机制方面存在的问题,按照"政事分开、管办分开、医药分开、营利性与非营利性分开"的改革原则,制定了公立医院法人治理改革实施路径.一是建立公立医院管理委员会,统筹政府办医保障职能;建立公立医院管理机构,提高举办医院的行政管理水平;转变卫生行政部门职能,形成多元化办医格局.二是建立分级决策机制、自主经营制度及多元监管制度,解决政事分开问题.三是研究制定公立医院章程,促进公立医院向法定机构转变,通过法制化巩固法人治理改革成果.

Abstract：

Analysis of setbacks found in the existing system and mechanism of public hospitals. Based on the health reform principles of "Separation of administration and management, Separation of administration and operation, Separation of prescribing and dispensing, and Separation of for-profit hospitals and nonprofit hospitals", the authors named the following roadmap for public hospital governance reform. First, set up a management committee for each public hospital to coordinate the government function for medical service; set up a public hospital authority to upgrade the management level of these hospitals; transform functionality of health authorities to encourage diversity in medical service providers. Second, establish the tiered decision making mechanism, autonomous operation system and diversified supervision system, to separate administration and management. Third, formulate articles of association for hospitals to encourage their evolution to legal entities, consolidating the government reforms by legal means.     

医患信息交互平台促进患者满意度改善的实践

阐述了建立医患信息交互平台的必要性和医患信息交互平台的建立.医患信息交互平台的建立推动了医院信息化水平的建设,患者满意度不断上升,提高了医院的社会效益和经济效益,并指出了医患信息互动平台的不足.医院借助医患信息交互平台提升了医院服务质量,提高了患者满意度.

Abstract：

The paper described the necessity of the doctor-patient information exchange platform,and defects found in existing platforms. Such a platform is conducive to higher hospital informationization, better patient satisfaction, and better social and economic benefits of the hospital.The hospital may improve its quality of care and patient satisfaction by means of the platform     

我国医院失信惩戒机制构建研究

依据失信惩戒机制的基本原理,开展医院失信惩戒机制的基本内涵与理念的探讨,提出了我国构建医院失信惩戒机制的必要性和医院失信惩戒机制构建的基本理念.重点论述了我国构建医院失信惩戒机制的基本途径,包括确立政府主导地位、制定医院失信监管主体、制定医院失信行为的认定与责任制度、医院失信行为的处罚制度、医院失信行为的信息披露制度及医院信用的奖励与教育制度以及加强建立医院失信惩戒机制的配套建设.

Abstract：

The basic principles of dishonesty disciplinary mechanism are called into play tO probe into such issues as the necessity and key points of building such a mechanism in China's hospitals.The paper focused on ascertaining government leadership,designating key regulators of hospital dishonesty,formulating the regulations for hospital dishonesty recognition and accountability,penalty system for hospital dishonesty,information disclosure system for hospital dishonesty behavior.In addition,it covered such aspects as the incentives and education measures for hospital credit,and building supportive measures for hospitals dishonesty disciplinary mechanism.     

大型综合性医院医疗质量管理的思考

分析了大型综合性医院的医疗质量管理需求和医院质量管理理论的进展,从医院医疗质量管理的实践出发,认为医疗质量管理的核心是医院的全面科学化管理,应结合医院评审的发展方向,通过全面质量管理体系,强化质量管理和质量文化建设,实现医疗质量的长效化管理,以提升医院核心竞争力.     

我国台湾地区卫生法律规范体系研究及启示

我国台湾地区卫生法伴随着该地区公共卫生与健康权的兴起而逐渐发展起来。按照台湾地区立法院的官方分类标准,可以将这一地区的卫生法律规范体系划分为卫生行政组织法、医政管理、药政管理、食品卫生、全民健康保险、管制药品管理、疾病管制、国民健康、卫生政务、生命健康权益及特殊人群权益保护这十个子系统。台湾地区卫生法律规范体系在体系结构及内容、人员分类管理、对特殊群体的社会关怀、组织法制方面具有鲜明的特色。台湾地区卫生法制的发展过程与卫生法律规范体系的特点为我国大陆建构卫生法体系提供了三方面的启示,包括以精细化的标准对体系内容进行改造、按照"职权法定"的原则加强卫生领域的组织法制及彰显卫生法社会关怀。     

推进医院文化建设实践的理性思考

医院管理从经验管理到科学管理,再到文化管理,已上升到医院管理的最高境界,从医院文化的感性实践到理性思考需要不断升华.把握医院文化的理论体系是医院文化建设的基础:紧扣医院文化的核心内容是医院文化建设的最优路径;抓住医院文化的主要环节是医院文化建设的推动力量.     

医保管理纳入医院质量与安全管理成效分析

目的将医保管理纳入医院质量与安全管理体系,使医保管理工作步入科学化、规范化管理的轨道。方法通过建立医保质量管理委员会、加强医保管理科队伍建设、健全管理制度和流程等途径不断规范医保管理;制定医保管理评价标准,并每月对医保管理工作质量进行检查、评价、反馈、整改,实现持续改进。结果医保管理工作成效得到较大提升。新农合出院病人次均费用增长得到有效控制,医保拒付金额逐年减少,职工医保、居民医保、新农合出院病人自费率逐年下降。结论将医保管理纳入医院质量与安全管理体系作为医院常态化管理是医改的需要,更是医院可持续发展的需要。     

Building customer capital through knowledge management processes in the health care context

BACKGROUND: Customer capital is a value generated and an asset developed from customer relationships. Successfully managing these relationships is enhanced by knowledge management (KM) infrastructure that captures and transfers customer-related knowledge. The execution of such a system relies on the vision and determination of the top management team (TMT). The health care industry in today's knowledge economy encounters similar challenges of consumerism as its business sector. Developing customer capital is critical for hospitals to remain competitive in the market. PURPOSES: This study aims to provide taxonomy for cultivating market-based organizational learning that leads to building of customer capital and attaining desirable financial performance in health care. With the advancement of technology, the KM system plays an important moderating role in the entire process. METHODOLOGY/APPROACH: The customer capital issue has not been fully explored either in the business or the health care industry. The exploratory nature of such a pursuit calls for a qualitative approach. This study examines the proposed taxonomy with the case hospital. The lessons learned also are reflected with three US-based health networks. FINDINGS: The TMT incorporated the knowledge process of conceptualization and transformation in their organizational mission. The market-oriented learning approach promoted by TMT helps with the accumulation and sharing of knowledge that prepares the hospital for the dynamics in the marketplace. Their key knowledge advancement relies on both the professional arena and the feedback of customers. The institutionalization of the KM system and organizational culture expands the hospital's customer capital. PRACTICE IMPLICATIONS: The implication is twofold: (1) the TMT is imperative for the success of building customer capital through KM process; and (2) the team effort should be enhanced with a learning culture and sharing spirit, in particular, active nurse participation in decision making and frontline staff's role in providing a delightfully surprising patient experience.     

新加坡公立医院改革的主要做法与启示

在经历了公司化改革及重新加强政府指导和干预后,新加坡公立医院改革开始采用更加精细的工具以强化对公立医院的监管,主要做法包括组建医疗集团、开展病例组合的支付方式改革、加强医院评价和国际认证、促进医疗相关信息的公开共享、加强人力资源建设等。改革的主要特点是通过引入市场机制、加强竞争提高服务质量和效率,但必须在政府的干预控制下,以保障大多数人群的基本医疗卫生服务需求为前提。这一改革的基本原则为我国公立医院改革也提供了良好的借鉴。     

患者安全目标:加强医务人员之间有效沟通的管理策略

医务人员之间有效沟通是医疗安全管理的基础，对于避免医疗差错起着至关重要的作用。文章从个人、环境、团队方面分析了影响医务人员之间有效沟通的影响因素，阐述了通过使用规范的核查表、营造积极沟通的文化氛围、构建温馨的工作环境、提供跨团队的照护计划、加强培训等方面的做法，并提出相关思考和建议，为提升患者安全，加强医院安全管理提供参考。     

绩效考核方法在医院管理中的应用

面对医疗市场日益激烈的竞争,医院管理者越来越重视绩效管理体系的构建以及绩效考核方法的选择与应用。本文结合医院实际,分别阐述了四种应用较广的绩效考核方法在医院管理中的应用,并就不同考核方法的适应范围提出几点思考。     

浅议医疗设备的维修管理

目的:阐述加强医疗设备维修与管理,注重维修队伍的建设和后备力量的培养,开展职业道德和精神文明教育,提高医疗质量,实现医院社会和经济效益的重要性.方法:重视维修人员的技术培训、业务考评和岗位选任,建立以科室主任、调度、维修小组、质量控制管理委员会、维修零配件库和维修工作室为主的组织体系,做好设备的维护保养、巡视检查和管理工作.结果:加强医疗设备的维修管理工作,在提高临床诊治水平的同时,可取得良好地经济效益.结论:医疗设备维修管理是现代医院管理的重要组成部分,是提高医疗质量的重要保证,是医院增收节支的主要途径     

医院服务定位及探讨

本文提出了医院应将服务对象定位于全人群。包括疾病人群、亚健康状态人群和健康人群;服务措施应定位于全方位,包括疾病诊疗以及人群心理、社会适应服务;服务目的应定位于人群健康。同时提出完善医院服务必须进行医院服务流程再造,以人群健康需求为导向,为人群就医过程提供更多的附加值;应该研究建立包括医疗保健和预防保健质量指标的新的医院服务评价体系,促进医院服务质量进一步全面提高;为各种预防保健服务项目制定合理价格,使医院健康服务价值得以合理体现。