| “品管圈”活动对提升门诊服务品质的探讨 |
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| 引用本文： | 陈长英,刘倩倩,李想,孙巧枝,李晓丹,田丽,曹小琴. “品管圈”活动对提升门诊服务品质的探讨[J]. 解放军医院管理杂志, 2012, 19(12): 1139-1141 |
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| 作者姓名： | 陈长英 刘倩倩 李想 孙巧枝 李晓丹 田丽 曹小琴 |
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| 作者单位： | 郑州大学第一附属医院门诊部 |
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| 摘 要： | 目的探讨品管圈在门诊患者投诉管理中的应用效果。方法成立品管圈,运用质量管理常用工具对门诊患者投诉问题进行改进,并将改进前后状况进行比较。结果门诊患者投诉由平均每周发生46次（千人/周）下降到平均每周发生21.5次（千人/周）,差异有统计学意义（P〈0.05）。结论运用品管圈对门诊患者投诉进行管理,不仅提高了患者对门诊部工作的满意度,还为医院打造品牌提供了重要手段。
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| 关 键 词： | 品管圈 门诊 患者投诉 满意度 |
Effects of Quality Control Circle Activities to Enhance the Outpatient Service Quality |
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| CHEN Chang-ying,LIU Qian-qian,LI Xiang,SUN Qiao-zhi,LI Xiao-dan,TIAN Li,CAO Xiao-qin. Effects of Quality Control Circle Activities to Enhance the Outpatient Service Quality[J]. Hospital Administration Journal of Chinese People's Liberation Army, 2012, 19(12): 1139-1141 |
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| Authors: | CHEN Chang-ying LIU Qian-qian LI Xiang SUN Qiao-zhi LI Xiao-dan TIAN Li CAO Xiao-qin |
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| Affiliation: | (Department of Outpatient,the First Affiliated Hospital of Zhengzhou University,Zhengzhou 450052) |
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| Abstract: | Objective To explore the application effect of quality control circle in the management of outpatient complaints.Methods Establish quality circle,and use the quality management tool to deal with outpatient complaints problem and compared the situation before and after the measure applied.Results The time of outpatient complaints falled from 46 per thousand weekly down to 21.5 on average,and the difference was significant（P0.05）.Conclusion The application of quality control circle management of outpatient complaints can not only increase patient＇s satisfaction,but also provide an important means for the hospital to build up the brand. |
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| Keywords: | quality control circle outpatient service patient complaint satisfaction degree |
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