Reitz T I
St. Luke's/Roosevelt Hospital Center-Roosevelt Division, New York, NY.
Hosp Mater Manage Q. 1993 Nov;15(2):32-7.
External customers are those who come to the institution to use the services. If these people are not satisfied, the institution will not be accredited, patients will not return, and the institution will receive bad press--thus hurting the institution's image--and physicians will go to other institutions. Patients certainly are looking for value for their dollar in receiving quality services. Third party payors measure and set prices on services rendered. Conservation of resources is the focal point of the modern health care industry. TQI is a vehicle that will bring major departments together to focus on these issues. When department heads are given the power to make decisions and the ability to negotiate with other departments, much headway will be made. Coordination of goals and the understanding of other departmental issues will allow for multidisciplinary decision making that will affect the institution's future.
外部客户是指那些来到机构使用服务的人。如果这些人不满意，机构将无法获得认证，患者不会再来，机构将受到负面报道——从而损害机构形象——医生也会转去其他机构。患者当然希望在接受优质服务时物有所值。第三方支付方会对所提供的服务进行评估并设定价格。资源节约是现代医疗行业的重点。全面质量管理是一种将主要部门聚集在一起关注这些问题的手段。当部门负责人被赋予决策权以及与其他部门协商的能力时，将会取得很大进展。目标的协调以及对其他部门问题的理解将促成多学科决策，这将影响机构的未来。
