Javetz R, Stern Z
Hadassah-Hebrew University Medical Center, Jerusalem, Israel.
J Manag Med. 1996;10(3):39-48. doi: 10.1108/02689239610122306.
Continuous quality improvement focuses on the customer and, therefore, requires attention to customers' feedback as a vital input. Customers' feedback in general hospitals includes utilization statistics of various services, patient satisfaction surveys and patients' complaints. The role of complaint data as a management tool, and particularly as applied to quality improvement, has received little attention in the literature. As a quality control tool, complaints are investigated on the individual, unit and organizational levels. Repeated complaints about the same units, procedures or individuals, are especially important for quality review. The role of the hospital administration is to draw on the human, technological and procedural resources at its disposal, along a solution time interval (immediate, short and long term), in designing its policy for quality improvement. Presents three examples of policy changes. The aggregate of complaint data serves, in addition, for follow-up of the effect of changes introduced by policy decisions.
持续质量改进关注客户，因此需要将客户反馈作为重要输入加以关注。综合医院中的客户反馈包括各项服务的使用统计数据、患者满意度调查以及患者投诉。投诉数据作为一种管理工具，尤其是应用于质量改进方面，在文献中很少受到关注。作为一种质量控制工具，会在个体、科室和组织层面调查投诉。针对相同科室、流程或个人的反复投诉，对于质量审查尤为重要。医院管理部门的作用是利用其可支配的人力、技术和程序资源，在一个解决时间间隔（即时、短期和长期）内，制定其质量改进政策。文中给出了三项政策变化的示例。此外，投诉数据汇总还用于跟踪政策决策带来的变化效果。
