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題名 | 標準作業程序於醫院品質改善之應用--以個案醫院檢驗部為例=Application of Standard Operation Procedure to Hospital Quality Improvement--A Case Study of a Hospital Laboratory |
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作者 | 張顯洋; 鎮明常; 陳春琴; 張勝立; | 書刊名 | 慈濟醫學 |
卷期 | 12:1 2000.03[民89.03] |
頁次 | 頁1-15 |
分類號 | 419.4 |
關鍵詞 | 醫療服務品質; 標準作業程序; 作業基礎品質管理模式; Health care service quality; Standard operation procedure; Activity-based quality management; |
語文 | 中文(Chinese) |
中文摘要 | 目的:自從施行全民健康保險以來,民眾對醫療品質的要求較過去更 高,造成醫療院所更加重視醫療服務品質。由於醫療服務工作是以人服務人的方 式呈現,其服務品質會因管理者、健保給付暨服務提供者個人的背景、經驗、知 識、價值觀及認知等因素的不同而造成差異。醫療院所應降低醫療服務差異所造 成的品質不穩定,並致力提昇服務水準。醫療院所內各單位追求服務品質提昇 時,往往忽略作業的定義、醫療作業標準的確定及全面系統性的品質規劃等,也 不常運用統計上及科學方法的管理。充份運用品質管理的統計方法與標準作業程 序的設計與執行是醫療院所提昇醫療服務品質的基礎,應不容忽視。材料與方 法:有鑑於標準作業程序(Standard Operation Procedure, SOP)有降低服務品質差 異,穩定服務品質,並能成為品質改善及評估改進成效的基礎及準則等優點,所 以SOP將十分適用於醫院的品質改善。本研究擬配合SOP來研發及應用以作業 為基礎的品質管理模式(Activity-Based Quality Management, ABQM)協助管理醫 院的專業及服務品質。結果:在實際運用後發現,SOP可以降低新進人員面對新 的工作程序及流程上的不安及恐懼,也成為各組組長訓練新進人員的教材。討 論:同時,以作業為基礎的品質管理模式,也可以協助醫院管理者找出造成變異 的原因,並能針對變異原因提出改善,達到持續改善的目標。 |
英文摘要 | Objective: Since the National Health Insurance program was initiated on March 1, 1995, a high quality of medical service has come to be demanded by patients in Taiwan. This has stimulated our hospitals to pay more attention to quality improvement. Nonetheless, the unique quality of health care service involves medical professionals (such as physicians, nurses, and administrative staff) providing service to their clients (the patients and their relatives). Due to human factors in this service process, it is easy for a hospital to produce variations in service to their customers. Under these circumstances, reducing the variations in service and improving their quality have become primary functions of hospital in recent years. However, during the quality improvement process, hospitals often neglect their medical operation definitions and their procedures. Even worse, a complete quality improvement design program has usually been ignored. Although, statistical methods and scientific management have been applied to hospital management frequently, they have been either misused or totally distorted from their original purposes. Materials and Methods: Because the use of Standard Operation Procedure (SOP) can reduce service variations, provide measurement criteria, and stabilize service quality, it is the best method for health care service quality improvement. The purpose of this research was not only to help hospitals build an Activity-Based Quality Management model consistent with the spirit of Activity-Based Management (ABM) and SOP, but also to implement it in the case of a hospital laboratory to help it improve its operational quality. Results: The study found that SOP could reduce novices' fear of new operational procedures and become teaching materials for training. Discussions: The Activity-Based Quality Management model can help managers to discern the causes of quality variation. It especially provides suggestions for the quality improvement of man-made errors, helping hospitals to continue their long-term quality improvement. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。