摘要目的 探讨品管圈在提升健康体检报告配送服务品质中的应用效果.方法 2016年1月在厦门国宇健康管理中心跨部门成立品管圈,选定活动主题为“提升健康体检报告配送服务品质”,拟定活动计划,课题明确化,目标设定重点关注服务人员、配送模式、作业环境3项,拟定对策并进行最适策追究.圈员选取厦门国宇健康管理中心改善前(2015年1至12月)、改善后(2016年12至2017年1月)受检者的体检报告进行数据统计,其中改善前59 189名,男性34 549名(58.4％),女性24 640名(41.6％),年龄为(37.7±11.4)岁;改善后6 568名,男性3 881名(59.1％),女性2 687名(40.9％),年龄为(39.9±11.7)岁.比较改善前后健康体检报告准时送达率等各项配送服务品质指标情况,并评价改善前后圈员综合素质情况.选取2017年2至12月共65 531名受检者的体检报告进行效果追踪,其中男性39 230名(59.9％),女性26 301名(40.1％),年龄为(38.1±11.5)岁.结果 健康体检报告准时送达率由改善前的51.4％上升到94.0％;系统漏签收报告比率由改善前的14.5％下降到0.8％;平均每份报告交接至分发间隔时间由改善前的29.8 h降至4.2h;平均每份报告分发至签收间隔时间由改善前的509.8 h降至72.8 h;单位待送报告查询和待送报告核对,平均每份耗时由改善前的13.5 s降至3.1s;单位报告配送系统签收,平均每份耗时由改善前的4.3 s降至0.1s;改善后健康体检报告配送准确率达到100.0％,单位报告配送完好率达到100.0％,单位报告配送服务满意率达到99.4％;圈员综合素质改善后明显高于改善前.11个月的效果追踪过程中,除健康体检报告配送准确率略低于目标值100.0％之外,其余指标均达到目标值,成效良好.结论 品管圈活动在大幅度提升健康体检报告配送服务品质的同时,也促进了检后服务品质优化与预防体检报告遗失引起医疗纠纷等终端质量环节的改善.

abstractsObjective To explore the effect of quality control circles (QCCs) in improving the delivery health checkup report.Methods QCC was founded with the theme of"improving the quality of health checkup report delivery."First,we planned an activity schedule and identified topics.We then set target focuses for service personnel,distribution modes,and operating environments;planned countermeasures;and selected optimal policies.Circle members implemented the optimal policies jointly.Reports of physical examinations by the Guoyu health management center were selected and analyzed.The total number of reports before improvement (January to December 2015) was 59 189 of which 34 549 (58.4％) were male patients and 24 640 (41.6％) were female patients;their average age was (37.7± 11.4) years.The total number of reports after improvement (December 2016 to January 2017) was 6 568,of which 3 881 (59.1％) were male patients and 2 687(40.9％) were female patients;their average age was (39.9± 11.7) years.We compared the quality indicators and evaluated the comprehensive quality of the patients before and after improvement.A total of 65 531 physical examination reports of subjects examined at the center between February and December 2017 were selected for effect tracking,including 39 230 (59.9％) men and 26 301(40.1％) women,aged (38.1±11.5).Results The on-time delivery rate of the health examination reports from rose from 51.4％ to 94.0％.The ratio of system leakage to sign for reports decreased from 14.5％ to 0.8％.The average time between the examination and when each report was handed over to for distribution decreased from 29.8 hours to 4.2 hours,and the average time between each report being distributed to the providers checking in dropped from 509.8 hours to 72.8 hours,while the average time for the preparation of each report for delivery decreased from 13.5 seconds to 3.1 seconds.The average time between delivery of a report and its being signed decreased from 4.3 seconds to 0.1 seconds.Before the improvement,the expected goals were not met.After improvement,the delivery rate of the health examination reports was 100.0％,the delivery intact rate of the group reports was 100.0％,and the satisfaction rate of the group reports was 99.4％.The comprehensive quality for the members was obviously higher after the improvement than before.After 11 months of tracking,the delivery accuracy rate of health examination report still failed to reach the target value of 100.0％,but all other indicators reached the target value,with good results.Conclusions Application of QCC not only improved the delivery the health checkup reports,but also promoted service quality after medical examinations and ended medical dispute caused by the loss of physical examination reports.