Corral Ervigio, Casado I, Suárez R M
Subdirección General SAMUR-Protección Civil, Madrid, Spain.
An Sist Sanit Navar. 2010;33 Suppl 1:107-21.
As in any sector, the focus of the health services must be directed towards the patient-client as the centre of the system, with organisation revolving around patient-client needs. Hence, the former must have objective and continuous information on both its clients' needs and their results, with quantitative and qualitative parameters. The application of these measures is complex in the field of pre-hospital emergency systems, since to their intrinsic variability is added geographic dispersion,the difficulty in controlling the direct quality of care and the fact that our care process ends up in different organisations. That is the challenge that was taken up five years ago in SAMUR with the aim of carry out a continuous analysis of the processes and results of the service. This article offers an overall vision of our quality system,which forms a basis of management essentially supported on the following pillars: certifications of quality management, process, performance evaluation, management based on indicators and productivity based on aims.
与任何部门一样，卫生服务的重点必须以患者为中心，将其作为系统的核心，组织围绕患者需求展开。因此，前者必须掌握有关客户需求及其结果的客观且持续的信息，并具备定量和定性参数。这些措施在院前急救系统领域的应用很复杂，因为除了其内在的变异性外，还存在地理分散性、控制直接护理质量的困难以及我们的护理过程最终涉及不同组织的情况。这就是五年前在马德里紧急医疗服务体系（SAMUR）所面临的挑战，其目的是对服务的过程和结果进行持续分析。本文全面介绍了我们的质量体系，该体系构成了管理的基础，主要基于以下几个支柱：质量管理认证、流程、绩效评估、基于指标的管理以及基于目标的生产力。
