Hart M
Leicester Business School, De Montfort University, UK.
Int J Health Care Qual Assur. 1995;8(6):14-22. doi: 10.1108/09526869510098813.
In the Patients' Charter, a standard is laid down that all patients who attend out-patient clinics should be seen within 30 minutes of their appointment time. Discusses how a statistical monitoring system using a "low technology" approach was implemented at Leicester General Hospital during 1992-93. This was instrumental in raising the proportion of patients seen within 30 minutes from under 50 per cent to over 80 per cent in 15 months. Points to the fact that statistical monitoring alone is not sufficient to deliver quality improvements. Suggests that only enlightened management action which brings both management and clinicians into a quality improvement programme is likely to be effective. Discusses some of the measurement problems involved. Warns against the fact that over-reliance on purely quantitative measures (as indicated in "Charter" standards) to the neglect of more qualitative measures may be counterproductive. Suggests that qualitative approaches need to complement the normal statistical monitoring.
《患者宪章》规定了一项标准，即所有到门诊就诊的患者应在预约时间的30分钟内就诊。讨论了1992 - 1993年期间莱斯特总医院如何采用“低技术”方法实施统计监测系统。这有助于在15个月内将30分钟内就诊的患者比例从不到50%提高到80%以上。指出仅靠统计监测不足以实现质量改进。表明只有开明的管理行动，使管理层和临床医生都参与到质量改进计划中，才可能有效。讨论了一些相关的测量问题。警告过度依赖纯粹的定量措施（如《宪章》标准中所示）而忽视更多定性措施可能适得其反。建议定性方法需要补充常规的统计监测。
