摘要
目的探讨提高消毒供应中心质量管理与临床需求协调性的方法及其效果,从而有效提高消毒供应中心的服务质量。方法开展品牌服务建设,加强供应中心人员的职业培训,完善规章制度,落实岗位责任制,重视工作质量与服务质量的管理,加强与临床科室的协调沟通,积极开展人性化服务;自行设计满意度调查表,分析临床科室对消毒供应中心服务的评价情况;利用优质服务考评表,分析供应中心人员服务质量的考评情况。结果开展质量管理及协调服务后,消毒供应中心的回收服务、发放服务、器械满意度、服务效率及服务态度合格率分别为96.0%、94.0%、90.0%、92.0%、96.0%,均优于实施前,且差异有统计学意义(P<0.01);开展质量管理和协调服务后,供应中心工作人员的仪容着装、服务礼仪、服务态度、服务效果及信息反馈效果合格率分别为100.0%、89.7%、96.6%、93.1%、93.1%,均优于实施前,且差异有统计学意义(P<0.01)。结论加强消毒供应中心的质量管理并注重临床需求的协调性,可以使消毒供应中心更加标准化、规范化地运作,从而最终促进消毒供应中心的服务质量持续稳步发展。
OBJECTIVE To explore the ways to improve the coordination of quality management of central sterile supply department and the clinical need so as to effectively improve the service quality of central sterile supply department.METHODS The brand service was developed,the vocational training of the personnel of central sterile supply department was strengthened,the rules and regulations were improved,the personal responsibility system was implemented,paying attention to the management of work quality and service quality,the coordination and communication with the clinical departments were intensified,and human service was actively carried out;the service of the central sterile supply department was analyzed by using self-designed questionnaire;the service quality of the personnel of central sterile supply department was analyzed by using the excellent service evaluation table.RESULTS After the implementation of quality management and coordination service,the qualified rates of recycling service,service-delivery,satisfaction,efficiency,and attitudes were respectively 96.0%,94.0%,90.0%,92.0%,and 96.0%,which were superior to those before the implementation,the difference was statistically significant（P〈0.01）;after the implementation of quality management and coordination service,the qualified rates of the appearance,etiquette,attitudes,effect of service,and feedback effect were respectively 100.0%,89.7%,96.6%,93.1%,and 93.1%,which were also superior to those before the implementation,the difference was statistically significant（P〈0.01）.CONCLUSION To strengthen the coordination of quality management of central sterile supply department and the clinical need can make the operation of central sterile supply department more standardized and ultimately promote the steady development of quality service of central sterile supply department.
出处
《中华医院感染学杂志》
CAS
CSCD
北大核心
2012年第8期1662-1663,共2页
Chinese Journal of Nosocomiology
关键词
消毒供应中心
质量管理
临床需求
品牌服务
Central sterile supply department
Quality management
Clinical need
Brand service
