健康体检"全面质量管理体系"的建立与实施
Establishment and implementation of total quality management system for routine physical examination
目的 通过建立与实施"全面质量管理体系"来提高健康体检的质量、效率和效益.方法 对2007年1月至5月5955人次和2008年1月至5月7520人次实施"顾客至上,由下至上,全程覆盖,环节把关,及时反馈,持续改进"的健康体检"全面质量管理体系",并对实施前后的相关资料进行统计、分析和评价.结果 实施健康体检"全面质量管理体系"后,体检报告合格率从82.6%提高到98.2%;基本体检项目检查时间从51 min提前到35 min,出具体检报告时间从5d缩短到1d;客户满意率从86.3%提高到98.1%,投诉率从0.05%下降到0.01%;体检人数增长率从7.22%提高到26.38%.健康体检"全面质量管理体系"实施前后比较差异均有统计学意义(均P<0.05).结论 建立与实施健康体检"全面质量管理体系",对提高健康体检的质量、效率和效益是十分可行和有效的.
更多Objective To improve the quality,efficacy,and efficiency of health checkup by establishing and implementing total quality management system.Methods Routine physical examination data of 5955 individuals (from January 2007 to May 2007,when total quality management system was not implemented) were analyzed and compared with 7520 individuals (from January 2008 to May 2008.when the system was implemented).Results The report quality of routine physical examination was significantly improved,and the qualification rate was increased from 82.6% to 98.2%.The healthcare service procedure was optimized.The examination time for the essential items was shoaened from 51 to 35 minutes.The result report time was reduced from 5 to only 1 day.The customer satisfaction rate Was increased from 86.3% to 98.1%; however,the suing rate Was decreased from 0.05% to 0.01%.The examination efficiency was significantly improved.The growth rate of checkup recipients was increased from 7.22% to 26.38%.There Was statistical significance before and after the implementation of the total quality management system (P<O.05).Conclusion Establishment and implementation of the total quality management svstem may be feasible and effective to improve the quality,efficacy.and efficiency of routine physical examination.
More- 浏览:507
- 被引:12
- 下载:212
相似文献
- 中文期刊
- 外文期刊
- 学位论文
- 会议论文