基于QFD的产科医疗服务质量前馈控制研究
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摘要
研究目的:本研究以广东、湖南两省样本三级医院、二级医院及乡镇卫生院各1所为研究对象,通过对样本医院医护人员的问卷调查及相关管理人员的个人深入访谈,了解样本医院产科医疗服务质量的现状、存在的不足及影响医疗服务质量的因素。同时在样本医院对产科顾客随机抽样进行问卷调查,了解她们对医院医疗服务质量的需求,通过质量功能展开把顾客的需求转换为医疗服务技术需求并与医疗服务质量控制结合起来。在此基础之上,设计医院基于QFD的产科医疗服务质量前馈控制模型,并对完善产科医疗服务质量前馈控制提出策略建议。
研究方法:本研究的主要方法包括:(1)文献荟萃分析。主要利用学校图书馆文献资料数据库收集国内外有关质量功能展开、控制、前馈控制及医疗服务质量控制、管理方面的研究文献,经过整理和提炼供本研究借鉴和参考。(2)现场调查。用随机抽样方法抽取样本医院2008年度各医院产科住院病人终末病案,以了解各医院病案质量的情况;设计问卷,对产科医护人员进行单纯随机抽样调查,以了解医院产科医疗服务质量的控制现状,同时利用问卷收集产科顾客对医疗服务质量的需求及重要程度;设计访谈提纲,对医疗质量管理者进行个人深入访谈,了解医院产科医疗服务质量的现状、控制及2008年度的医疗纠纷情况。(3)Delphi法。通过专家咨询,确定产科医疗服务质量控制的权重。(4)定性研究。对收集到的定性资料进行分类,再按照一定的逻辑关系进行汇总编辑。(5)定量分析。主要对研究中有关的定量数据进行统计学分析、比较分析。
结果与结论:本研究的主要发现包括以下几个方面:
(1)不同层级医院产科医疗服务质量现状均存在不足,三级医院的医疗服务质量相对最好,二级医院次之,乡镇卫生院的医疗服务质量最差。从医疗服务质量的控制情况来看,三级医院的医疗服务质量管理组织机构、规章制度较完善,二级医院次之,乡镇卫生院最差。控制方法上,三级医院院级以现场控制为主辅以前馈控制,科室层面有自控、质控员控和质控小组控制相结合等方法;二级医院院级以现场控制、终末控制为主,科室层面以质控员控为主;乡镇卫生院院级则以终末控制为主,科室层面以自控为主。从考核结果来看,样本医院都将考核结果以不同的形式进行了反馈,但三级、二级医院反馈的渠道比较多,更易于全体医务人员了解反馈的信息;同时各级医疗机构都将考核结果与奖金直接挂钩,但三级医院“以奖为主,以罚为辅”,二级医院“以罚为主,适当进行奖励”,乡镇卫生院则是“以罚为主”。
(2)影响产科医疗服务质量的因素很多,主要包括:①病案质量,表现为病案的“外在质量”缺陷和“内涵质量”缺陷;②医疗纠纷,原因在部分医护人员不严格遵守医疗护理常规;③医院的医疗设备、住院条件、医护人员的技术水平等存在不足;④医院医疗质量管理组织机构、规章制度及考核方法等不完善。
(3)产科顾客对医院的医疗服务质量需求很高,尤其是结构质量中的医院在当地的声誉、医护人员技术水平、仪器设备能满足需要等项目,过程质量中的诊断准确及时、处理方案合理、胎心监护与产程观察、医务人员有责任心、危急情况能快速正确处理、不出现医疗差错事故、医务人员医德医风好、医务人员能耐心解析疑问、有特殊情况随时与病人(家属)联系、医务人员服务态度好等项目,结果质量中的费用合理、母子平安、服务满意等项目。
(4)构建了基于QFD的产科医疗服务质量前馈控制模型,其基本思路是首先了解产科顾客的需求,然后将产科顾客的需求通过质量功能展开分别转换成医疗服务的技术需求,并确定医疗服务质量的控制方法,从而实现产科医疗服务质量的前馈控制。
策略建议:(1)经常性地了解产科顾客的需求;(2)将产科顾客的需求及时转换为医疗服务技术需求;(3)逐步消除影响产科医疗服务质量的因素;(4)完善医疗服务质量控制方法;(5)重视医疗服务结构质量建设;(6)加强医疗服务过程质量管理。创新与局限:
本研究的主要创新:(1)尝试把产科顾客的需求与产科医疗服务质量控制进行融合;(2)把质量功能展开引人到医疗服务领域并与产科医疗服务质量前馈控制进行有机结合;(3)建立了基于QFD的产科医疗服务质量前馈控制模型。
本研究的主要不足:(1)质量屋技术应用有待进一步深入,本研究在应用质量功能展开把产科顾客的医疗服务质量需求转换为医疗服务技术需求时,没有开展市场竞争能力评估、技术竞争能力评估分析,因此忽略了一些实际因素;(2)根据本研究建立的基于QFD的产科医疗服务质量前馈控制模型,有待于在实践中不断丰富和完善。
Objective This research was specifically based on one of the three sank hospital,two sank hospital and township hospital respectively in Guangdong province and Hunan province. During the research period, questionnaire surveys, individual in-depth interviews were used to the healthcare workers and the related managers to understand the current thing of the obstetrical medical service quality,deficiency and influence factors of the sample hospitals.At the same time, questionnaire surveys was carried out to the obstetrical customers in random sampling and to explore their requirement about medical service quality,then the requirement of the customers were translated into the requirement of medical service technique through Quality Function Development and hanged together with the control of medical service quality.According to this,designed the model of feedforward control of the obstetrical medical service quality based on QFD and provided advices to improve it.
Methods The methods of this research mainly including (1) Literature Research.This research mainly collected the domestic and foreign documentaries about QFD,control,feedfoward and the control of medical service quality.Afterwards, it carefully analyzed and processed them for further study. (2) Field Survey. Randomly sampled the obstetrical medical records of the hospitals in 2008 and to know the medical records quality. Designed the questionnaire, asked the obstetrical medical workers to do the surveys in simple random sampling,in order to know the current controlling thing of medical service quality,used the questionnaire to collect the requiremnt of the obstetrical customers about medical service quality and the important level.Brainstormed the interview outline, conducted in-depth interviews with the administrative staff and knew the management and control methods of medical service quality and the medical disputes in 2008.(3)Delphi.In order to determine the weight of the obstetrical medical service quality through Expert consultation.(4) Qualitative Investigation.We classfied the qualitative data from the research and gathered them according to consequence.(5)Quantitative Analysis. We analyzed and processed the related quantitative data by the statistic analysis and the comparative analysis.
Results and Conclusions The main findings of the study as follows:
(1)There were shortage on the current obstetrical medical service quality in different levels hospitals,the medical service quality of the three sank hospital was relatively better,the two sank hospital took second place and the township hospital was the worst.Seen from the controling of the medical service quality, there were more perfect instiutional framwork,regulations about medical service quality in the three sank hospital,the two sank hospital took second place and the township hospital was the worst.In controling methods, in the three sank hospital,the main way was field control and the feedforward took second place in hospital grade level,there were own control,quality member control and quality group control in department level.In the two sank hospital, the main ways were field control and terminal control in hospital grade level, the quality member control was the main way in department level.In the township hospital, the main way was terminal control in hospital grade level, own control was the main way in department level. Seen from the assessment result,it was feedbacked in different ways in the sample hospitals,but the three sank hospital and the two sank hospital have more ways,hence the medical personnal can get the information easily.The different level hospitals linked the assessment result with the bonus,“To award is given priority to,to punish complementary”in the three sank hospital,“To punish primarily,proper rewards”in the two sank hospital,“To punish primarily”in the township hospital.
(2)There are many influnce factors on the obstetrical medical service quality,the quality of medical record, it includes the external quality defects and the connotation;the medical disputes,some of the medical personnal can not obey the medical care routine strictly;there are shorts about medical equipment and hospital condition and the skill of the doctor and nurse and so on;the instiutional framwork,regulations and assessment method of the hospitals existed shortage.
(3)The obstetrical customers have a higher requirement to the medical service quality,especially to the technical level of medical personnel,the equipment can satisfy need,the hospital’s fame of the structure quality, accurate diagnosis,treatment scheme is reasonable,taixin guardianship and were observed,the medical personnel have responsibilty, it can be treated qucickly in emergency,no accidents,the medical personnel have good ethics, the medical personnel can explain the questions with patience, a special situation at any time with patient or families,the medical personnel have good service attitude of the process quality and the mother and the baby safety,satisfied service,reasonal funds of the result quality.
(4) A model of feedforward control of the obstetrical medical service quality based on QFD has been built.The basic thinking is to know the requirement of the obstetrical customers first and then the requirement of the obstetrical customers are translated into technical requirement of medical servic through QFD and the control methods of medical service quality are determined and the feedforward control of the obstetrical medical service quality can be realized.
Suggestions (1)We should ask for information from the obstetrical customers oftenly.(2)The requirement of the obstetrical customers should be timely translated into technical requirement of medical service.(3)Gradually eliminate the influenced factors of the obstetrical medical service quality.(4)To perfect the control methods of medical service quality.(5)To value the construction of the structure quality of medical service.(6)To strengthen the management of the process quality of medical service.
Innovation and Limitation
Major innovations: (1) We try to fuse the requirement of the obstetrical customers with the control of the obstetrical medical service quality.(2)To introduce QFD to the field of medical service and combine it with the feedforward control of the obstetrical medical service quality.(3) A model of feedforward control of the obstetrical medical service quality based on QFD has been built.
Major limitations:(1)The use of Quality House tecniques need further,we did not carry out evaultion of the market competition ability and the tecnique competition ability during the course of translating the requirement of the customers into technical requirement of medical service,hence we ignored some existing factors.(2)The model of feedforward control of the obstetrical medical service quality based on QFD is expected to perfect and rich in practice.
研究方法:本研究的主要方法包括:(1)文献荟萃分析。主要利用学校图书馆文献资料数据库收集国内外有关质量功能展开、控制、前馈控制及医疗服务质量控制、管理方面的研究文献,经过整理和提炼供本研究借鉴和参考。(2)现场调查。用随机抽样方法抽取样本医院2008年度各医院产科住院病人终末病案,以了解各医院病案质量的情况;设计问卷,对产科医护人员进行单纯随机抽样调查,以了解医院产科医疗服务质量的控制现状,同时利用问卷收集产科顾客对医疗服务质量的需求及重要程度;设计访谈提纲,对医疗质量管理者进行个人深入访谈,了解医院产科医疗服务质量的现状、控制及2008年度的医疗纠纷情况。(3)Delphi法。通过专家咨询,确定产科医疗服务质量控制的权重。(4)定性研究。对收集到的定性资料进行分类,再按照一定的逻辑关系进行汇总编辑。(5)定量分析。主要对研究中有关的定量数据进行统计学分析、比较分析。
结果与结论:本研究的主要发现包括以下几个方面:
(1)不同层级医院产科医疗服务质量现状均存在不足,三级医院的医疗服务质量相对最好,二级医院次之,乡镇卫生院的医疗服务质量最差。从医疗服务质量的控制情况来看,三级医院的医疗服务质量管理组织机构、规章制度较完善,二级医院次之,乡镇卫生院最差。控制方法上,三级医院院级以现场控制为主辅以前馈控制,科室层面有自控、质控员控和质控小组控制相结合等方法;二级医院院级以现场控制、终末控制为主,科室层面以质控员控为主;乡镇卫生院院级则以终末控制为主,科室层面以自控为主。从考核结果来看,样本医院都将考核结果以不同的形式进行了反馈,但三级、二级医院反馈的渠道比较多,更易于全体医务人员了解反馈的信息;同时各级医疗机构都将考核结果与奖金直接挂钩,但三级医院“以奖为主,以罚为辅”,二级医院“以罚为主,适当进行奖励”,乡镇卫生院则是“以罚为主”。
(2)影响产科医疗服务质量的因素很多,主要包括:①病案质量,表现为病案的“外在质量”缺陷和“内涵质量”缺陷;②医疗纠纷,原因在部分医护人员不严格遵守医疗护理常规;③医院的医疗设备、住院条件、医护人员的技术水平等存在不足;④医院医疗质量管理组织机构、规章制度及考核方法等不完善。
(3)产科顾客对医院的医疗服务质量需求很高,尤其是结构质量中的医院在当地的声誉、医护人员技术水平、仪器设备能满足需要等项目,过程质量中的诊断准确及时、处理方案合理、胎心监护与产程观察、医务人员有责任心、危急情况能快速正确处理、不出现医疗差错事故、医务人员医德医风好、医务人员能耐心解析疑问、有特殊情况随时与病人(家属)联系、医务人员服务态度好等项目,结果质量中的费用合理、母子平安、服务满意等项目。
(4)构建了基于QFD的产科医疗服务质量前馈控制模型,其基本思路是首先了解产科顾客的需求,然后将产科顾客的需求通过质量功能展开分别转换成医疗服务的技术需求,并确定医疗服务质量的控制方法,从而实现产科医疗服务质量的前馈控制。
策略建议:(1)经常性地了解产科顾客的需求;(2)将产科顾客的需求及时转换为医疗服务技术需求;(3)逐步消除影响产科医疗服务质量的因素;(4)完善医疗服务质量控制方法;(5)重视医疗服务结构质量建设;(6)加强医疗服务过程质量管理。创新与局限:
本研究的主要创新:(1)尝试把产科顾客的需求与产科医疗服务质量控制进行融合;(2)把质量功能展开引人到医疗服务领域并与产科医疗服务质量前馈控制进行有机结合;(3)建立了基于QFD的产科医疗服务质量前馈控制模型。
本研究的主要不足:(1)质量屋技术应用有待进一步深入,本研究在应用质量功能展开把产科顾客的医疗服务质量需求转换为医疗服务技术需求时,没有开展市场竞争能力评估、技术竞争能力评估分析,因此忽略了一些实际因素;(2)根据本研究建立的基于QFD的产科医疗服务质量前馈控制模型,有待于在实践中不断丰富和完善。
Objective This research was specifically based on one of the three sank hospital,two sank hospital and township hospital respectively in Guangdong province and Hunan province. During the research period, questionnaire surveys, individual in-depth interviews were used to the healthcare workers and the related managers to understand the current thing of the obstetrical medical service quality,deficiency and influence factors of the sample hospitals.At the same time, questionnaire surveys was carried out to the obstetrical customers in random sampling and to explore their requirement about medical service quality,then the requirement of the customers were translated into the requirement of medical service technique through Quality Function Development and hanged together with the control of medical service quality.According to this,designed the model of feedforward control of the obstetrical medical service quality based on QFD and provided advices to improve it.
Methods The methods of this research mainly including (1) Literature Research.This research mainly collected the domestic and foreign documentaries about QFD,control,feedfoward and the control of medical service quality.Afterwards, it carefully analyzed and processed them for further study. (2) Field Survey. Randomly sampled the obstetrical medical records of the hospitals in 2008 and to know the medical records quality. Designed the questionnaire, asked the obstetrical medical workers to do the surveys in simple random sampling,in order to know the current controlling thing of medical service quality,used the questionnaire to collect the requiremnt of the obstetrical customers about medical service quality and the important level.Brainstormed the interview outline, conducted in-depth interviews with the administrative staff and knew the management and control methods of medical service quality and the medical disputes in 2008.(3)Delphi.In order to determine the weight of the obstetrical medical service quality through Expert consultation.(4) Qualitative Investigation.We classfied the qualitative data from the research and gathered them according to consequence.(5)Quantitative Analysis. We analyzed and processed the related quantitative data by the statistic analysis and the comparative analysis.
Results and Conclusions The main findings of the study as follows:
(1)There were shortage on the current obstetrical medical service quality in different levels hospitals,the medical service quality of the three sank hospital was relatively better,the two sank hospital took second place and the township hospital was the worst.Seen from the controling of the medical service quality, there were more perfect instiutional framwork,regulations about medical service quality in the three sank hospital,the two sank hospital took second place and the township hospital was the worst.In controling methods, in the three sank hospital,the main way was field control and the feedforward took second place in hospital grade level,there were own control,quality member control and quality group control in department level.In the two sank hospital, the main ways were field control and terminal control in hospital grade level, the quality member control was the main way in department level.In the township hospital, the main way was terminal control in hospital grade level, own control was the main way in department level. Seen from the assessment result,it was feedbacked in different ways in the sample hospitals,but the three sank hospital and the two sank hospital have more ways,hence the medical personnal can get the information easily.The different level hospitals linked the assessment result with the bonus,“To award is given priority to,to punish complementary”in the three sank hospital,“To punish primarily,proper rewards”in the two sank hospital,“To punish primarily”in the township hospital.
(2)There are many influnce factors on the obstetrical medical service quality,the quality of medical record, it includes the external quality defects and the connotation;the medical disputes,some of the medical personnal can not obey the medical care routine strictly;there are shorts about medical equipment and hospital condition and the skill of the doctor and nurse and so on;the instiutional framwork,regulations and assessment method of the hospitals existed shortage.
(3)The obstetrical customers have a higher requirement to the medical service quality,especially to the technical level of medical personnel,the equipment can satisfy need,the hospital’s fame of the structure quality, accurate diagnosis,treatment scheme is reasonable,taixin guardianship and were observed,the medical personnel have responsibilty, it can be treated qucickly in emergency,no accidents,the medical personnel have good ethics, the medical personnel can explain the questions with patience, a special situation at any time with patient or families,the medical personnel have good service attitude of the process quality and the mother and the baby safety,satisfied service,reasonal funds of the result quality.
(4) A model of feedforward control of the obstetrical medical service quality based on QFD has been built.The basic thinking is to know the requirement of the obstetrical customers first and then the requirement of the obstetrical customers are translated into technical requirement of medical servic through QFD and the control methods of medical service quality are determined and the feedforward control of the obstetrical medical service quality can be realized.
Suggestions (1)We should ask for information from the obstetrical customers oftenly.(2)The requirement of the obstetrical customers should be timely translated into technical requirement of medical service.(3)Gradually eliminate the influenced factors of the obstetrical medical service quality.(4)To perfect the control methods of medical service quality.(5)To value the construction of the structure quality of medical service.(6)To strengthen the management of the process quality of medical service.
Innovation and Limitation
Major innovations: (1) We try to fuse the requirement of the obstetrical customers with the control of the obstetrical medical service quality.(2)To introduce QFD to the field of medical service and combine it with the feedforward control of the obstetrical medical service quality.(3) A model of feedforward control of the obstetrical medical service quality based on QFD has been built.
Major limitations:(1)The use of Quality House tecniques need further,we did not carry out evaultion of the market competition ability and the tecnique competition ability during the course of translating the requirement of the customers into technical requirement of medical service,hence we ignored some existing factors.(2)The model of feedforward control of the obstetrical medical service quality based on QFD is expected to perfect and rich in practice.
引文
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