運(yùn)用品管圈管理工具提升醫(yī)院行政總值班效能

吳迪 劉溫文 陳雪瑤 周蕾 王鵬

[摘要] 目的 探討運(yùn)用品管圈管理工具持續(xù)改進(jìn)醫(yī)院行政總值班，提升醫(yī)院行政總值班效能的作用。方法 運(yùn)用品管圈管理工具，發(fā)現(xiàn)醫(yī)院行政總值班管理中的問題，解析原因，擬定對(duì)策，改善總值班管理效能。結(jié)果 通過運(yùn)用品管圈管理工具，總值班的值班人員對(duì)總值班管理工作的總體評(píng)分，由7.45分提高到8.56分，進(jìn)步率14.90%，目標(biāo)達(dá)成率75.00%，未達(dá)到目標(biāo)值，但改善效果顯著;圈員的發(fā)現(xiàn)問題能力、品管圈手法運(yùn)用、自信心、成就感、創(chuàng)造性思維、團(tuán)隊(duì)凝聚力等方面均有提升;對(duì)有效的改善措施進(jìn)行標(biāo)準(zhǔn)化。結(jié)論 品管圈管理工具可以有效提升醫(yī)院行政總值班效能。

[關(guān)鍵詞] 品管圈;持續(xù)改進(jìn);行政總值班;醫(yī)院管理

[中圖分類號(hào)] R19 [文獻(xiàn)標(biāo)識(shí)碼] A [文章編號(hào)] 1672-5654（2020）02（a）-0074-05

Application of Quality Control Circle Tool in Promoting the Efficiency of Hospital Chief Administration on Duty

WU Di， LIU Wen-wen， CHEN Xue-yao， ZHOU Lei， WANG Peng

Party Committee and President's Office， Peking University Third Hospital，Beijing，100191 China

[Abstract] Objective This paper mainly discussed the continuous improvement of hospital chief administration on duty performance by using Quality Control Circle （QCC） management tools， and explored the role of QCC in improving the efficiency of hospital chief administration on duty. Methods Based on QCC management tools， this paper found out the problems existing in hospital chief administration on duty， analyzed the causes， formulated countermeasures， and improved the efficiency of hospital chief administration on duty. Results Through the application of the QCC tools， the overall rating of hospital chief administration on duty raised from 7.45 to 8.56， the growth rate was 14.9%， the target achievement rate was 75%.Although the target value was failed to be reached， the effect of improvement was remarkable. The ability of participants in finding problems and using QCC management tools have been improved. And self-confidence， sense of achievement， creativity and cohesiveness of participants have been improved as well. Effective improvement measures have been standardized. Conclusion Through QCC management tools， we could effectively improve the efficiency of hospital chief administration on duty.

[Key words] QCC management Tools; Continuous improvemen; Chief Administration on Duty; Hospital Management

醫(yī)院行政總值班負(fù)責(zé)協(xié)調(diào)處理醫(yī)院非辦公時(shí)間醫(yī)務(wù)、行政和臨時(shí)事務(wù)，處置醫(yī)療及其他突發(fā)事件，及時(shí)傳達(dá)、執(zhí)行上級(jí)指示和緊急通知及辦理相關(guān)事項(xiàng)，是確保非辦公時(shí)間的醫(yī)療安全和各項(xiàng)工作正常運(yùn)轉(zhuǎn)的核心[1]。醫(yī)院行政總值班是非辦公時(shí)間處理醫(yī)療應(yīng)急、行政通知、后勤協(xié)調(diào)等事務(wù)的“臨時(shí)指揮部”，是確保醫(yī)院24 h正常運(yùn)轉(zhuǎn)的關(guān)鍵環(huán)節(jié)[2]。這要求值班人員具有較強(qiáng)的綜合管理素質(zhì)，也對(duì)總值班管理工作提出了較高要求。

現(xiàn)代醫(yī)院管理制度要求，醫(yī)院管理要科學(xué)化、精細(xì)化、專業(yè)化，由此實(shí)現(xiàn)管理科學(xué)[3]。管理工具的運(yùn)用，可以實(shí)現(xiàn)經(jīng)驗(yàn)管理向科學(xué)管理的轉(zhuǎn)變，是提升醫(yī)院管理效能的基礎(chǔ)。……