PCDA循環法在醫院后勤管理中的實例研究

李曉萌 寧濤

[摘要] 隨著社會經濟快速發展，生活水平不斷提高，人民對醫療服務的質量要求也越來越高。公立醫院在社會醫療體系中有著無可替代的作用，不僅要不斷提高自身的醫療水平，同時要面向市場不斷優化服務質量，以提高醫院聲譽度和患者滿意度。醫院后勤管理部門是醫院運行流程中重要的一環，落后的后勤服務保障體系會制約醫院的服務質量提升和醫院形象的塑造。隨著醫院后勤管理越來越被人們所重視，如何更好地提升后勤管理能力與工作效率，從而提升公立醫院的整體競爭力將是醫院后勤管理研究的發展方向。文章結合北京大學腫瘤醫院食堂外包管理中出現的問題，在工作中運用PDCA循環，把各項工作按照作出計劃、計劃實施、檢查實施效果運行，建立食堂管理優化方案，探索醫院后勤管理建設的發展之路。

[關鍵詞] 公立醫院;后勤管理;PDCA

[中圖分類號] R19 [文獻標識碼] A [文章編號] 1672-5654（2020）03（a）-0075-03

[Abstract] With the rapid development of society and economy and the continuous improvement of living standards， people's requirements for the quality of medical services have become higher and higher. Public hospitals have an irreplaceable role in the social medical system， not only to continuously improve their own medical standards， but also to continuously optimize the quality of services to the market in order to improve hospital reputation and patient satisfaction. The hospital logistics management department is an important part of the hospital operation process. A backward logistics service guarantee system will restrict the improvement of hospital service quality and the shaping of the hospital image. With the increasing emphasis on hospital logistics management， how to better improve logistics management capabilities and work efficiency， thereby enhancing the overall competitiveness of public hospitals will be the development direction of hospital logistics management research. Based on the problems in the outsourcing management of the canteen of the Peking University Cancer Hospital， the article uses the PDCA cycle in the work， to complete the work according to the planning， implementation， and inspection of the implementation effect， establish an optimization plan for the management of the canteen， and explore the development ?road of hospital logistics management.

[Key words] Public hospital; Logistics management; PDCA

醫院后勤管理體現著關鍵性的作用，其工作水平的高低直接影響醫院醫療服務質量和經濟效益[1]。全面質量管理的思想基礎和方法依據就是PDCA循環（又稱戴明環），將質量管理分為計劃（Plan）、執行（Do）、檢查（Check）、處理（Action）4個階段，將成功的納入標準，不成功的留待下一循環去解決。PDCA循環具有普遍適用性，已被醫院經營和管理者運用于醫院科室管理以及醫院運營的各個領域，包括醫院后勤管理[2]，這是一次管理創新、制度技術創新，勢必促進傳統管理模式與手段方式更新[3]。……