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題 名 | 行政院衛生署基隆醫院病歷室之品質提升系統--以品質的觀點進行組織暨服務革新=A Quality Improving System by Medical Records Department of Keelung Hospital--Innovation of Organization and Service from the View Point of Quality |
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作 者 | 李玲美; 林宮美; 李懋華; | 書刊名 | 病歷資訊管理期刊 |
卷 期 | 9:1 2009.09[民98.09] |
頁 次 | 頁18-30 |
分類號 | 419.26 |
關鍵詞 | 醫療品質; 平衡計分卡; HQIC; Medical quality; Balance scoring card; |
語 文 | 中文(Chinese) |
中文摘要 | 行政院衛生署基隆醫院病歷室參加民國97年醫策會舉辦「第九屆醫療品質獎(Healthcare Quality Improvement Campaign, HQIC)」品質提升系統類單位推行組競賽,藉由競賽機制,激勵同仁以持續改善、管理循環及團隊運作之精神,提升醫療品質。 民國95年至97年本室經由平衡三十分卡進行品質持續改善活動,推動成效在財務構面;97年門診行政核減金額較95年降低83.53%;97年住診行政核減金額較95年降低85.25%,顧客構面:95年批價平均等候時間由原3分5秒,降低至97年l分50秒;95年門診現場掛號病歷送達診間時間平均爲21分l秒,降低至97年17分30秒可以將病歷送達診間;95年出院病歷7日內平均未完成比率爲31.5%,降低至97年平均未完成比率9.5%;95年科室顧客抱怨佔全院比率由13.8%降低至97年6.5%,流程構面:97年取得證照數較95年增加21張。持續進行品質提升活動,不但才是升績效亦獲得多樣獎項,更提升病歷室在醫院服務之價值。 |
英文摘要 | Medical Records Department of Keelung Hospital attended the competition of systematic unit promotion sector in the quality improving system category of ”The Ninth HQIC Healthcare Quality Improvement Campaign” in 2008 held by Taiwan Joint Commission on Hospital Accreditation. Through such competition mechanism we inspired our colleagues to enhance our medical quality by the spirit of persistent reform, management circle, and team work. We used a balance scoring card to perform persistent quality reform activity from 2006 till 2008. The outcome expressed from the financial perspective revealed administrative reductions of insurance fee for 83.53% in out-patient department and 85 .25% in inpatient department over the two year period. From the customer service perspective, we reduced the average customer waiting time before making a payment from 3 minutes 5 seconds to 1 minute 50 seconds. Also the average time needed to transport a medical record to the relevant clinic was cut down from 21 minutes 1 second to 17 minutes 30 seconds. The unaccomplished rate of delivering to a discharged patient medical record within seven days decreased from 31.5% to 9.5%, and the rate of customers submitting complaint against the hospital diminished from 13.8% to 6.5% From the perspective of internal business processes, the number of professional licenses we acquired in 2008 increased by 21 from that in 2006. Attending quality improving activities persistently not only heightened our achievements and got us many awards, but also improved the value of services provided by the medical records department at Keelung Hospital. |
本系統中英文摘要資訊取自各篇刊載內容。