在体检中心应用品管圈减少医患纠纷的效果分析

目的探讨在体检中心应用品管圈减少医患纠纷的效果，为加强体检中心管理，提高服务质量提供依据。方法组织体检中心全体护理人员组成品管圈小组，进行现状调查、原因分析，制定相应防范措施并组织实施，定期对已进行的活动进行效果检查，提出建议并及时改进。结果品管圈活动前4个月，医患纠纷共发生65例；自开展品管圈活动以来，体检中心纠纷明显减少，4个月中仅发生2例医患纠纷，受检者满意度明显提高。结论品管圈活动能明显减少体检中心医患纠纷的发生，改善医疗服务质量。

Effect on Application of QCC to Reduce Medical Disputes in the Physical Examination Center

Objective To investigate the effect of application of quality control circles （QCC） to reduce medical disputes in the Physical Examination Center so as to provide evidences for strengthening the management of the center and improving our service quality. Method All the nurses in the Physical Examination Center were organized into QCC team to conduct surveys and analyze causes, lay down and implement preventive meas- ures, regularly inspect the results of activities which have been carried out and provide some advice and make timely improvements. Results There were 65 cases of medical disputes in four months before the QCC activi- ties; since these activities, medical disputes have reduced significantly. There were only two cases of medical disputes in four months during the QCC activ Conclusion The QCC activity can reduce the ter and improve the service quality of its reed ties and the satisfaction of the examinees improved significantly occurrence of medical disputes in the Physical Examination Cen cal care.