联系我们

论文查询结果	返回搜索

论文编号：	2701
作者编号：	2120082481
上传时间：	2010/11/23 20:22:37
中文题目：	天津中医药大学第一附属医院服务质量管理研究
英文题目：	Research on Administration System of Medical Quality of Service in First Teaching Hospital of Tianjin University of Traditional Chinese Medicine
指导老师：	李季
中文关键字：	天津中医一附院；服务质量；病人满意度；医院质量管理
英文关键字：	First Teaching Hospital of Tianjin University of TCM；Quality of Services；Patient Satisfaction ;Hospital Quality Management
中文摘要：	医疗质量和服务质量是医院的生命，也是医院各项工作和综合实力的反映，质量管理已成为医院管理的核心和永恒主题。新时期面对入世及我国医疗卫生体制改革的推进，各级医院必须密切关注医院质量管理的发展趋势，广泛吸取国内外医院质量管理的先进理念和方法。利用服务质量差距模型，从五个方面分析了缩小患者与医院管理者差距的措施；并利用服务质量改进模式，提出自己的关于改进医院服务质量的措施，明确医院服务管理的改革方向。研究医院服务质量目前尚存在的不足之处，提出医疗体系服务质量管理的有效改善策略建议，是本文的研究目的。 本研究采取理论分析与案例分析、定性分析与定量分析相结合的方法，对医院服务质量管理体系作了较详细分析，并以天津中医药大学第一附属医院为例，对该院基础数据分析找出其服务质量差距原因，提出改善现状的管理措施，并以此推广到整个中医院发展的领域中去，形成普遍的提高服务质量管理的策略。 根据研究结论对今后的研究及医院经营管理提出了建设性的建议:随着人民生活质量、文化修养、健康素质的不断提高,对医疗服务的要求和期望值也不断提高,迫切需要转变医院医疗服务理念。重视病人满意度调查评价工作，提高病人的期望值和感知值来提高病人满意度;建立一套完整的医患沟通体系和专门的医疗投诉机构;优化服务流程、提高医疗费用的透明度;建立系统的医疗培训进修体制，使医护人员和相关工作人员不断提高自身专业技术和修养;对医疗过程进行监督，真正体现“以病人为中心”的理念，构建和谐的医患关系等。医务人员不能“只见病，不见人”，应该要有“以人为本”的人文理念，医院不但要提供过硬的医疗技术，更要为病人提供人性化服务，为社会提供适时、适宜、安全、满意的医疗服务。
英文摘要：	Quality of health care quality and service life of the hospital, the hospital is a reflection of the work and overall strength, quality management has become the core of hospital management and eternal themes. New face of WTO and the promotion of health system reform at all levels, hospitals must pay close attention to the development trend of hospital quality management, widely absorbing advanced foreign hospital quality management concepts and methods. Use of a service quality model, analyzed form five patients and hospital administrators to narrow the gap between the measures; and the use of service quality improvement model, put forward their own on the improvement of the quality measures for hospital services, a clear direction for reform of hospital services management. Of quality of care existing in the current inadequacies of the health care system made the effective management of service quality improvement strategy proposed is the purpose of this paper. This thesis adopts the theoretical analysis and empirical analysis, qualitative analysis and quantitative analysis methods, quality management system for medical services made a more detailed analysis, and the First Affiliated Hospital of Traditional Chinese Medicine, for example, on the basis of data analysis to find the hospital gap between the quality of its services, and proposes management measures to improve the situation, and thus promote the development of the whole field of Chinese medicine hospital to form a common management strategy to improve service quality. Based on the conclusions of future research and hospital management put forward constructive proposals: As people’s living quality, cultural enrichment, health, continuously urgent need to change the hospital medical service concept. Emphasis on investigation and evaluation of patient satisfaction and improve the patient’s expectations and perceived value to increase patient satisfaction; to establish a complete set of physician-patient communication systems and specialized medical complaints mechanism; optimize service processes, improve the transparency of medical expenses; establishment of the system medical training, education system, health care and related staff to continuously improve their professional skills and training; of medical monitoring process, truly embodies the “patient-centered” concept, building a harmonious relationship between doctors and patients. Medical staff can not “I saw patients, but no one” should be “people-oriented” humanistic philosophy, hospitals not only to provide excellent medical technology, but also to provide human services for patients, and provide timely, appropriate , safe and satisfied medical services.
查看全文：	预览  下载(下载需要进行登录)