Bergholz W
School of Engineering and Science, Jacobs University Bremen, Campusring 1, 28759 Bremen.
Gesundheitswesen. 2008 Nov;70(11):640-3. doi: 10.1055/s-0028-1100394. Epub 2008 Nov 27.
In many high-tech industries, quality management (QM) has enabled improvements of quality by a factor of 100 or more, in combination with significant cost reductions. Compared to this, the application of QM methods in health care is in its initial stages. It is anticipated that stringent process management, embedded in an effective QM system will lead to significant improvements in health care in general and in the German public health service in particular. Process management is an ideal platform for controlling in the health care sector, and it will significantly improve the leverage of controlling to bring down costs. Best practice sharing in industry has led to quantum leap improvements. Process management will enable best practice sharing also in the public health service, in spite of the highly diverse portfolio of services that the public health service offers in different German regions. Finally, it is emphasised that "technical" QM, e.g., on the basis of the ISO 9001 standard is not sufficient to reach excellence. It is necessary to integrate soft factors, such as patient or employee satisfaction, and leadership quality into the system. The EFQM model for excellence can serve as proven tool to reach this goal.
在许多高科技行业，质量管理（QM）通过大幅降低成本，已实现质量提升达100倍甚至更多。相比之下，质量管理方法在医疗保健领域的应用尚处于初始阶段。预计在有效的质量管理体系中实施严格的流程管理，将总体上显著改善医疗保健服务，尤其是德国公共卫生服务。流程管理是医疗保健领域进行控制的理想平台，它将显著提高控制的影响力以降低成本。行业内的最佳实践分享带来了巨大的进步。尽管德国不同地区的公共卫生服务提供的服务组合高度多样，但流程管理也将使公共卫生服务能够分享最佳实践。最后要强调的是，基于ISO 9001标准等的“技术性”质量管理不足以实现卓越。有必要将患者或员工满意度以及领导素质等软因素纳入系统。卓越的欧洲质量管理基金会（EFQM）模型可作为实现这一目标的经证实的工具。
