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PDCA循环培训在提高医技窗口服务质量中的应用 预览 被引量:1

The application of PDCA cycle training in the improvement of service quality of medical technical windows
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摘要 目的通过培训提高医技窗口工作人员的工作质量和服务水平,增进医技科室与临床科室之间的有效沟通。方法2014年3月开始采用PDCA循环管理方法对医技窗口工作人员进行培训,并针对培训过程及培训效果进行了3轮的PDCA循环持续改进。结果经过3轮PDCA循环培训后,医技窗口工作人员对服务规范的知晓率由培训前的17.78%提高到100%,对服务规范的执行情况也显著提高,合格率由培训前的不足50%上升至100%。患者和临床科室对医技窗口工作人员的满意度也不断提高,分别由培训前的55%、62%提高到培训后的95%和98%。结论将PDCA循环管理方法用于医技窗口工作人员培训可增强培训效果,是提高医技窗口工作人员工作能力和服务质量的有效手段。 Objective To improve the work quality and service level of staffs of medical technical windows through training, and promote the effective communication between the medical technical department and clinical departments.Method Since March 2014, PDCA cycle management method was used for the training of staffs of medical technical windows1. Three rounds of continuous improvement of PDCA cycle was made for the training process and training effects.Result After three rounds of PDCA cycle training, the awareness rate of service speciifcation of staffs of medical technical windows increased from 17.78% to 100%. The implementation of the service speciifcation was also signiifcantly improved. The percent of pass rose from less than 50% before the training to 100%. The satisfaction of patients and clinical departments to staffs of medical technical windows was continuously improved, increasing from 55% and 62% before training to 95% and 98% after training respectively.Conclusion The PDCA cycle management method is used for training of staffs of medical technical windows to enhance the training effect. It is an effective means to improve the working ability and service quality of staffs of medical technical windows.
作者 苏慧 张锦 贺雪花 毛亚杰 Su Hui;Zhang Jin;He Xuehua;Shan’Xi Dayi Hospital
机构地区 山西大医院
出处 《中国医疗管理科学》 2015年第6期31-34,共4页 Chinese Journal of Medical Management Sciences
基金 山西省卫生厅科研课题PDCA循环在医院医技科室管理中的应用研究(201301053)
关键词 PDCA循环 医技科室 服务质量 在职培训 PDCA cycle Hospital technical department Windows service quality On-the-job training
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