工商管理学院知识库

  随着人们生产生活的快速发展及国家医疗改革的逐步深入，患者对于医疗卫生服务的期待已不仅仅局限于某种特定疾病的诊疗或康复，高效便民的医疗服务质量已越来越成为众多患者青睐重要元素。医疗服务质量是满足患者基本就医需求的关键基础，对于增强患者患者满意度、促进患者忠诚度和提升医院综合影响力有着至为重要的作用。近年来，随着全国医院机构不断增多、医院规模的不断扩大，业务能力水平不强、医疗技术、学科发展较弱以及医疗服务管理、品牌声誉欠佳等短板逐渐显现，其中，如何利用科学的管理方法持续性的对医疗服务质量进行调查研究，从而真正有效地提升其服务质量管理水平是当前诸多医疗机构亟待解决的重要问题。

  本文首先通过对国内外医疗服务质量、质量管理相关概念进行梳理总结归纳，医院医疗服务质量的特征及要素进行研究，并着重分析了各要素对医疗质量管理的现实影响，得出了关于以提升医疗服务质量为目标的科学、实用的理论研究方法：调查研究法和文献研究法。其次，以兰州S医院作为医疗服务质量研究提升着力点进行研究：（1）对服务质量评价、医疗服务质量评价的国内外研究文献进行综述，分析相关学者对医疗服务质量及医疗服务质量提升的见解和研究成果，拓宽研究思路。（2）对兰州S医院在院患者或患者家属发放调查问卷进行问卷调查，以对兰州S医院服务质量进行满意度调查，收集相关数据并进行对比分析，给出其医疗服务质量存在的问题和不足，分析原因、有针对性提出的研究结论。最后，通过研究结论分析加快医疗服务质量管理水平持续发展的突破点，以高需求、高标准、高目标为准则提出相应对策建议，对提升医院医疗服务质量、提高患者满意度提供一种思路。

  本文提出兰州S医院提升医院全员服务意识、内部推行TQM、科室内部引入QC小组、运用PDCA持续改进各项工作的四项具体提升总体服务质量的对策，同时从领导重视程度、组织架构、人力资源、企业文化四个方面提出保障措施，为兰州S医院和其他医疗机构提升服务质量提供借鉴和参考，为省内的患者提供更好的医疗服务。

      With the rapid development of people’s production and life and the gradual deepening of national medical reforms, patients’ expectations for medical and health services are no longer limited to the diagnosis and treatment or rehabilitation of a particular disease. The quality of efficient and convenient medical services has become more and more important for many patients. Favor important elements. It has become a livelihood project related to people’s health and medical treatment, which is useful for enhancing patient satisfaction and promoting patient loyalty. Comprehensive influence plays a very important role. Among them, how Using scientific management methods to continuously investigate and study the quality of medical services, so as to truly and effectively improve their service quality management level is an important issue that many medical institutions need to solve urgently.

      It studies the multiple components of the medical service quality of the same level hospitals in different cities, and focuses on the analysis of a single element on the medical quality management. The actual impact of the research results on scientific and practical theoretical research methods with the goal of improving the quality of medical services: investigation and research methods and literature research methods. Secondly, take Lanzhou S Hospital as the focus of medical service quality research and improvement: (1) Conduct research on service quality evaluation, especially the related literature on improving medical service quality evaluation. (2) Questionnaires were issued to the patients or their families in Lanzhou S Hospital to conduct questionnaire surveys to evaluate the service quality of Lanzhou S Hospital, collect relevant data and conduct comparative analysis, give out the deficiencies in the quality of its medical services. Finally, provide a way for hospitals to improve the quality of medical services and patient satisfaction.

     It studies Lanzhou S Hospital as an example, selects key indicators, rationally designs questionnaires, and investigates and analyzes the patient’s satisfaction with Lanzhou S Hospital’s medical service quality. The problems and causes of the quality of medical services in hospitals, and based on the theory of quality management, have used quality management tools such as TQM, PDCA cycle, and QC teams to propose corresponding countermeasures and safeguard measures, with a view to providing research on the quality management of medical services in other municipal hospitals in China Scientific basis, theoretical guidance and data support, while improving the quality of its medical services, enhancing the hospital’s core competitiveness and patient satisfaction.