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目的探索应用PDCA循环管理方法,持续改进医疗服务,提高电话回访的效能。方法根据PDCA循环步骤,发现质量问题,分析现状,查找原因,制定改进计划并予以实施。通过检查和分析,将未解决问题纳入下一个PDCA循环。结果在实施PDCA循环管理以来,一级电话回访率由2014年的60.00%上升到2016年的86.00%,二级电话回访率由2014年的30.00%上升到2016年的55.00%,出院患者满意率由2014年的95.13%上升至2016年的98.28%。结论 PDCA循环可促进工作流程不断完善和改进,加强电话回访工作的管理,有效防止电话回访工作的模式僵化,是管理工作不断进步,质量不断提高。
Objective To explore the application of PDCA cycle management method to continuously improve medical services and improve the effectiveness of telephone return visit. Methods According to the steps of PDCA cycle, we found the quality problems, analyzed the status quo, found out the reasons, formulated the improvement plan and implemented it. Through inspection and analysis, unresolved issues are included in the next PDCA cycle. Results Since the implementation of PDCA cycle management, the return rate of primary telephone increased from 60.00% in 2014 to 86.00% in 2016, while the secondary telephone return rate increased from 30.00% in 2014 to 55.00% in 2016. The satisfaction rate of discharged patients From 95.13% in 2014 to 98.28% in 2016. Conclusion The PDCA cycle can promote continuous improvement and improvement of the work flow, strengthen the management of telephone return visit, and effectively prevent the mode of telephone return visit from being rigid. This is the continuous improvement of management and the continuous improvement of quality.