采用国际标准再造服务流程建立医院统一的质量管理平台

目的 为了建立有效的医院质量管理体系,通过实施ISO9001:2000标准,弥补和完善医院系统原管理体制的不足,形成医院标准化管理模式,提高医院总体管理水平和服务质量。方法 建立质量管理体系的具体程序:领导决策、全员参与、建立文件化质量体系、形成医院统一的质量管理平台。以顾客为关注焦点、采用国际标准改进质量管理,注重过程、再造流程;预防为主、持续改进。结果 建立标准化质量管理平台,形成以制度管人,以体系管事、以法治院的医院管理,提升医院内外顾客的满意度。结论 ISO9001:2000标准是医院实施质量管理有效性的指南;采用国际标准再造流程,为医院的发展提供了空间,而顾客是最大的受益者。建立标准化质量管理平台,为医院从传统的经验管理向现代化科学管理转变创造了条件。

REFORGE THE SERVICE FLOW IMPLEMENTING ISO9001:2000 STANDARD TO BUILD HOSPITAL UNIFIED PLATFORM OF QUALITY MANAGEMENT

Objective: To establish a more efficient quality management system, improve the existing hospital management system performance, and enhance the level of the hospital management, we discuss the ways to implement ISO9001:2000 Standard in an university hospital. Methods: The procedure in establishing the quality management system includes decision of the managers, all staff participation and documentation of the quality system, with the focus on customer satisfaction, process control, revision of existing procedures, preventive and corrective action, and continual improvement. Result: The estabhshment and maintenance of an accredited management system will improve the existing hospital management, formulate a quality policy and ensure that customer requirements are determined and are met, with the aim of enhancing customer satisfaction. Conclusions: ISO9001:2000 is an internationally recognized standard which is also suitable for healthcare service. Implementing ISO 9001:2000 standard in the hospital service provide an effective guideline to improve the traditional hospital management system.