运用QC方法提高医院服务“软环境”

质量管理理论和方法是提高医院服务软环境的最有效方法。本文通过组织督查小组,以QC(量管理,以下简称QC)小组活动形式开展,活动遵循PDCA循环法,对全院各个服务窗口进行督查,医院窗口服务、医院整体环境卫生评估、分析,找出主要原因,制定对策,并实施管理方法。通过规范窗口服务、优化医疗流程、改善医院环境卫生,塑造了良好的医院形象,提高了医院的竞争力,改善了医院窗口服务水平、创造清洁的就医环境、维持良好的医疗秩序。

To Improve "Soft Condition" of Hospital Service by the Way of QC Methods

Quality control （QC） method is the most effective way to promote soft service level of hospital.Organize supervision team by the way of quality contro（lQC） method,the activity follows the method of PDCA cycle,every service desk of hospital is supervised.To analyze and appraise the status of window service and general circumstance health so as to find out the main reason,and then to establish strategy and perform management approach.Good image of hospital was moulded and compition of hospital was enhanced by normalizing service of hospital service desk,optimizing medical process and improving sanitary environment.These way also can improve service level of hospital service desk,create clean medical circumstance and maintain good meidcal order.