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论文编号：	6078
作者编号：	2220101045
上传时间：	2013/12/19 11:43:52
中文题目：	解放军总医院门诊部医疗管理质量持续改进研究
英文题目：	The Study of the Sustainable Improvement of the Medical Service Management Quality of the Outpatient Department of the PLA General Hospital
指导老师：	薛有志
中文关键字：	解放军总医院门诊部 医疗质量持续改进 信息化 医风医德建设
英文关键字：	Outpatient Department of PLA General Hospital; Continuous improvement of medical services; Informatization; Medical ethics
中文摘要：	改革开放30多年来，随着经济持续快速稳定发展，社会文明程度的提高，我国人民生活水平有了快速提高和改善。与此同时，人民对健康和生命也越来越关注，对医疗和医护水平的要求也越来越高。如何通过不断提高医疗质量，满足人民不断增长的需求，是我国卫生事业和医院面临的必须解决的问题。本文采用案例分析等研究方法，以作者所在的解放军总医院门诊部为例，在对解放军总医院门诊部进行介绍基础上，分析其门诊服务业务的发展趋势，及目前存在的主要问题；通过对解放军总医院门诊部服务管理质量改进的依据、应遵循原则、改进的质量指标的内容的研究，从业务流程、安全管理体系等方面，探讨了服务质量改进的方案；从持续加强医疗和护理质量建设、实施服务流程的信息化管理、医德医风管理和支持性活动质量的持续改进四个方面对策建议。通过研究，本文得出以下结论：1.门诊部是患者和医院接触的第一场所，是医院形象的展示，门诊部的医疗水平及其服务质量管理对医院的发展有重要影响。2.医疗服务水平是门诊部的核心，医疗服务质量的持续改进是门诊部的永恒主题。3.患者和病人是医院的顾客，方便患者就医，持续进行门诊业务流程的简化和再造，是门诊部提高医疗服务质量的重点。4.对医疗服务及其管理进行信息化再造，加强医风医德管理，是实现门诊部医疗服务持续改进的保障。以上述结论为依据，解放军总医院门诊部进行了医疗服务质量的持续改进，已经取得了显著的效果。相关研究对行业其他医院门诊部改进医疗质量具有一定参考和借鉴意义。
英文摘要：	Three decades of reform and opening up in China have led to realization of steady and rapid national economic growth, as well as unprecedented social development. These factors have collectively improved the standard of living. Against this socioeconomic backdrop, health and wellbeing have become increasingly important topics to the Chinese public, thus resulting in higher demands on medical and nursing services. Therefore China's healthcare industry and hospitals are all facing an urgent issue: to meet people's increasing demands through constantly improving the quality of their medical services. With regards to research methodology, this thesis adopts the case study approach, featuring the Outpatient Department of the PLA General Hospital, where the author works. First, following a brief introduction of the department, the development trend for the department's services and its existing problems are analyzed. After examining the rationales for improving the department's service management, guiding principles and the content of upgraded quality indexes, as well as plans to improve service quality, are all discussed from multiple perspectives (i.e., that of the service process, security management system, etc.). Specific suggestions in four focus areas follow the discussion, namely: continuous improvement of the quality of medical and nursing services; informatization and management of the service process; medical ethics management; and continuous improvement of the quality of supporting activities. Through the above analysis, the following conclusions are reached: first, it is within the outpatient department that patients have their first contact with the hospital. Therefore, this department is a showcase area for the entire hospital and its medical capacity; service quality management is of great significance to the hospital's continued development. Secondly, medical services stand at the core of the outpatient department, and the continuous improvement of the quality of medical services is a perpetual theme in this department. Thirdly, as patients are the hospital's customers, the outpatient department should focus on simplifying and optimizing the service process to provide greater convenience and a better experience for patients. Finally, informatization of medical services and service management, together with strengthened medical ethics management, safeguards the continuous improvement of medical services. Based on these conclusions, the Outpatient Department of the PLA General Hospital implements numerous measures to improve its medical services and has achieved remarkable results. It is hoped that this study can be of some referential significance for other outpatient departments striving to improve their medical services.
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