医疗保健服务质量的服务质量
J W Kenagy1, D M Berwick, M F Shore
1Harvard Business School, Boston, MA, USA. jkenagy@hbs.edu
JAMA
|February 24, 1999
概括
除了技术技能之外,提高医疗保健服务质量可以提高患者的结果和满意度,同时降低成本. 来自其他服务行业的经验教训为医疗保健专业人员提供了可转移的策略.
科学领域:
- 医疗保健管理的管理
- 服务质量研究 服务质量研究
- 患者体验研究 研究研究
背景情况:
- 美国医疗保健系统是一个大型的服务业,很少讨论技术能力以外的服务质量.
- 患者的体验和满意度是关键的,但往往被忽视的医疗保健服务的方面.
研究的目的:
- 在日常医疗保健中说明服务质量原则.
- 审查并将其他行业的服务质量概念应用于医疗保健.
- 确定将高质量的服务纳入医疗保健实践的好处.
主要方法:
- 通过服务质量镜头分析例行医疗保健遭遇.
- 对医疗保健行业内外服务质量相关文献的综述.
主要成果:
- 高质量的服务整合可以改善临床结果,患者满意度和医生满意度.
- 实施更优质的服务质量可以降低医疗保健成本.
- 专家应用服务质量原则在医疗保健领域提供了竞争优势.
结论:
- 医疗保健可以从采用其他行业中使用的先进服务质量技术中获得显著的好处.
- 医生可以学习和应用可转移的服务质量策略,以提高患者的护理.
- 提高服务质量对于改善整体医疗保健服务和结果至关重要.
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