摘要
国内外医院的实践经验表明,精益管理在提升医疗服务质量的过程中发挥着重要作用,是推动公立医院实现高质量发展的重要手段之一.通过梳理国内外精益管理与医疗服务质量相关文献,发现精益管理主要包含以人为本、消除浪费、全员参与、跨部门协作、精益求精与持续改进的原则.基于SERVQUAL模型构建精益管理推动医疗服务质量提升的路径,发现精益管理对医院医疗服务质量的移情性、有形性、响应性、保证性、可靠性5 个维度均起到推动与提升作用:第一,精益管理能够培养医务人员对患者的同理心,提高患者满意度;第二,精益管理可以改善患者就医环境,规范物品摆放;第三,精益管理能够优化就医流程,提高诊疗效率;第四,精益管理可以激发员工积极性,提升员工专业能力;第五,精益管理能够减少医疗差错,保障患者安全.
Abstract
The practical experience from both domestic and international hospitals underscores the pivotal role of lean manage-ment in enhancing the quality of healthcare services.It stands out as a crucial tool in propelling public hospitals towards high-quali-ty development.By reviewing pertinent literature on lean management and healthcare service quality,it is evident that lean manage-ment is primarily characterized by five principles:a focus on people,waste elimination,full staff engagement,inter-departmental collaboration,a commitment to excellence,and a drive for continuous improvement.Drawing upon the SERVQUAL model,a framework emerges for lean management to catalyze the enhancement of healthcare service quality.This framework reveals that lean management exerts a positive influence on five dimensions of hospital healthcare service quality:empathy,tangibility,responsive-ness,assurance,and reliability.Specifically,lean management serves to elevate medical staff's empathy towards patients,leading to heightened levels of patient satisfaction.Moreover,it facilitates the improvement of the patient care environment and the stand-ardization of item placement.Additionally,lean management optimizes the medical treatment process,thereby enhancing the effi-ciency of diagnosis and treatment.Furthermore,it ignites staff motivation,consequently bolstering their professional capabilities.Fi-nally,lean management contributes to a reduction in medical errors,ultimately ensuring the safety of patients.
基金项目
国家自然科学基金资助项目(72204146)
山东省建立健全现代医院管理制度试点工作评估研究项目(SK210655)
恩泽医院管理研究(青年)基金项目(SK200032)
维普
万方数据