基层医院医疗服务质量管理系统的研究
|
摘要
医疗服务质量是医疗服务组织管理的基础和核心。面对入世以及我国医疗卫生体制改革的推进,提高医疗服务质量已是我国医疗服务组织不断增强患者满意,提高竞争力的有效途径。而建立和完善医疗服务质量管理体系是医疗服务组织提高医疗服务质量的基础和保证。因此,系统研究医疗服务质量的内涵,构建医疗服务质量管理体系的理论框架及体系模式,探索优化医疗服务质量的对策,有其重要的现实意义。2003年国家自然科学基金课题指南提出,对基于人群健康的医学质量指标及评价体系应进行研究,并作为重大课题给予资助。而对医疗服务质量管理体系的研究是上述课题的一个重要组成部分。因此,本论文的研究不仅具有重要的现实指导意义,还具有重要的理论价值。
本论文采取理论分析与实证分析、定性分析与定量分析相结合的方法,综合运用质量管理理论、经济学相关理论、顾客满意理论、社会伦理学理论及行为科学理论,在明确本论文研究的目的和意义并分析国内外研究现状的前提下,对医疗服务质量管理体系展开了较为系统的研究。
首先,本文在对医疗服务、医疗服务质量进行系统分析的基础上,界定了医疗服务质量的内涵,提出了医疗服务质量目标的内容,包括患者满意度、员工满意度、医技水平等;
其次,通过对服务质量特性及质量环的分析,明确了医疗服务的质量特性及质量环,总结了医疗服务质量管理的基本原理,包括质量控制原理、顾客满意原理、效益原理和激励原理;
第三,在解析现代质量管理八项原则及医疗服务的公平与效率原则的基础上,探讨了医疗服务质量管理体系的构建目标、特点及模式。文中指出,目前我国医疗服务组织应采用“以过程为基础的质量管理体系模式”;
第四,在提出医疗服务质量管理体系绩效评价概念的基础上,构建了医疗服务质量管理体系绩效评价的框架,建立了顾客价值评价、效益价值评价、运作过程价值评价及学习成长价值评价模型;
第五,根据本论文上述研究的结论,提出了医疗服务质量优化的五大对策:树立顾客满意经营理念、实施有效质量策划、再造医疗服务流程、建立医疗服务质量信息管理系统、持续改进医疗服务质量;
第六,以长沙市中医院为实证分析对象,对其所建立的医疗服务质量管理体系及其运行绩效进行了系统的分析,得出了我国医疗服务组织建立质量管理体系可借鉴的若干经验;
最后,对本文的研究结论进行了总结,对未来相关问题的研究进行了展望。
The quality of medical treatment service is the foundation and eore of the management of medical treatment service organization.Along with the entering WTO and improvement of the institution reform of medical treatment in our country increasing the quality of medical treatment serviceis a valid way that our country medical treatment service organization can continuously strengthen the customer satisfaction and increase the competitive ability of medical treatment serviee organization. Establishing the system of medical treatment service management and making it perfeet,is the foundation and guarantee of medical treatment service organization improving the quality of medical treatment serviee.Therefore,systematiceal studying the conception of the quality of medical treatment service,setting up the theories frame and mode of system of medical treatment service management,exploring the measure of consummating the quality of medical treatment serviee, have its important realistic meaning.The guide book of National Natural Science Fund Project in 2003 suggest that research on the index sign and evaluation system of medical treatment quality on the foundation of crowd health should be given the pecuniary aid as a very important project. The research of the system of medical treatment service management of medicaltreatmentservice organization is one part of the project which mentioned just now.Therefore,there is notonly important actually guide meaning but also very important theories value on the research of this thesis.
This thesis adopts the theories analysis and practical analysis, qualitative analysis and quantitative analysis combining together,and synthesizes making use of the theories of quality management,the related theories of economies, socialethics academic theories and behavioral science theories, under the premise of the establishment of the purpose and meaning of this thesis and the analysis of the domestic and international research present condition,gives a systematical research on the system of medical treatment service quality management.
First, this thesis defines the conception of the quality of medical treatment service on the foundation towards systematical analysis on medical treatment service and quality of medical treatment service, suggests the content of target of quality of medical treatment service, including customer satisfaction index,employee satisfaction index and technology level etc;
Seeondly, we make the quality characteristic and wreath of medical treatment service clear by the analysis service quality characteristic and wreath,and announce basic principle of the quality of medical treatment service, such as the quality control principle, customer satisfaction principle,value principle and encouragement principle;
Thirdly,the thesis studies the establish target,characteristics and mode of the system of medical treatment service quality management on the foundation of the research on the eight principle of modern quality management and equity and efficiency of medical treatment service. It point out that nowadays the medical treatment service organization should adopt the quality management system mode which is on the foundation of process.
The fourth, it sets up the value evaluation frame of the medical treatment service quality management system under the premise of suggesting the conception of the value evaluation of medical treatment service quality management system,then establishes the model of customer value evaluation,value evaluation operation process value evaluation and the study and grow value evaluation model;
The fifth, according to the conclusion from the above research of this thesis, we suggests the 5 ways to consummate the quality of medical treatment service: set up the customer satisfied operation principle, conduct effective quality planning, arrange the process of medical treatment service, establish the system of the medical treatment service quality information management, continuously improve the medical treatment service quality;
The sixth, the thesis systematical analyzes the system of the medical treatment service quality and the operation evaluation, and acquires some useful experiences of establishing the system of medical treatment service organization in our country;
In the end, it summarizes the research conclusion of this thesis. and prospects the research on relevant problems in the future.
本论文采取理论分析与实证分析、定性分析与定量分析相结合的方法,综合运用质量管理理论、经济学相关理论、顾客满意理论、社会伦理学理论及行为科学理论,在明确本论文研究的目的和意义并分析国内外研究现状的前提下,对医疗服务质量管理体系展开了较为系统的研究。
首先,本文在对医疗服务、医疗服务质量进行系统分析的基础上,界定了医疗服务质量的内涵,提出了医疗服务质量目标的内容,包括患者满意度、员工满意度、医技水平等;
其次,通过对服务质量特性及质量环的分析,明确了医疗服务的质量特性及质量环,总结了医疗服务质量管理的基本原理,包括质量控制原理、顾客满意原理、效益原理和激励原理;
第三,在解析现代质量管理八项原则及医疗服务的公平与效率原则的基础上,探讨了医疗服务质量管理体系的构建目标、特点及模式。文中指出,目前我国医疗服务组织应采用“以过程为基础的质量管理体系模式”;
第四,在提出医疗服务质量管理体系绩效评价概念的基础上,构建了医疗服务质量管理体系绩效评价的框架,建立了顾客价值评价、效益价值评价、运作过程价值评价及学习成长价值评价模型;
第五,根据本论文上述研究的结论,提出了医疗服务质量优化的五大对策:树立顾客满意经营理念、实施有效质量策划、再造医疗服务流程、建立医疗服务质量信息管理系统、持续改进医疗服务质量;
第六,以长沙市中医院为实证分析对象,对其所建立的医疗服务质量管理体系及其运行绩效进行了系统的分析,得出了我国医疗服务组织建立质量管理体系可借鉴的若干经验;
最后,对本文的研究结论进行了总结,对未来相关问题的研究进行了展望。
The quality of medical treatment service is the foundation and eore of the management of medical treatment service organization.Along with the entering WTO and improvement of the institution reform of medical treatment in our country increasing the quality of medical treatment serviceis a valid way that our country medical treatment service organization can continuously strengthen the customer satisfaction and increase the competitive ability of medical treatment serviee organization. Establishing the system of medical treatment service management and making it perfeet,is the foundation and guarantee of medical treatment service organization improving the quality of medical treatment serviee.Therefore,systematiceal studying the conception of the quality of medical treatment service,setting up the theories frame and mode of system of medical treatment service management,exploring the measure of consummating the quality of medical treatment serviee, have its important realistic meaning.The guide book of National Natural Science Fund Project in 2003 suggest that research on the index sign and evaluation system of medical treatment quality on the foundation of crowd health should be given the pecuniary aid as a very important project. The research of the system of medical treatment service management of medicaltreatmentservice organization is one part of the project which mentioned just now.Therefore,there is notonly important actually guide meaning but also very important theories value on the research of this thesis.
This thesis adopts the theories analysis and practical analysis, qualitative analysis and quantitative analysis combining together,and synthesizes making use of the theories of quality management,the related theories of economies, socialethics academic theories and behavioral science theories, under the premise of the establishment of the purpose and meaning of this thesis and the analysis of the domestic and international research present condition,gives a systematical research on the system of medical treatment service quality management.
First, this thesis defines the conception of the quality of medical treatment service on the foundation towards systematical analysis on medical treatment service and quality of medical treatment service, suggests the content of target of quality of medical treatment service, including customer satisfaction index,employee satisfaction index and technology level etc;
Seeondly, we make the quality characteristic and wreath of medical treatment service clear by the analysis service quality characteristic and wreath,and announce basic principle of the quality of medical treatment service, such as the quality control principle, customer satisfaction principle,value principle and encouragement principle;
Thirdly,the thesis studies the establish target,characteristics and mode of the system of medical treatment service quality management on the foundation of the research on the eight principle of modern quality management and equity and efficiency of medical treatment service. It point out that nowadays the medical treatment service organization should adopt the quality management system mode which is on the foundation of process.
The fourth, it sets up the value evaluation frame of the medical treatment service quality management system under the premise of suggesting the conception of the value evaluation of medical treatment service quality management system,then establishes the model of customer value evaluation,value evaluation operation process value evaluation and the study and grow value evaluation model;
The fifth, according to the conclusion from the above research of this thesis, we suggests the 5 ways to consummate the quality of medical treatment service: set up the customer satisfied operation principle, conduct effective quality planning, arrange the process of medical treatment service, establish the system of the medical treatment service quality information management, continuously improve the medical treatment service quality;
The sixth, the thesis systematical analyzes the system of the medical treatment service quality and the operation evaluation, and acquires some useful experiences of establishing the system of medical treatment service organization in our country;
In the end, it summarizes the research conclusion of this thesis. and prospects the research on relevant problems in the future.
引文
[1]菲利普.科特勒.营销管理.西蒙与舒斯特国际出版社.第五版.上海人民出版社译本.1999:447.
[2]黄慧英.医疗质量保证的国际趋势.国外医学,医院管理分册,1999,1:1-5.
[3]唐智柳,等.住院病人的满意度调查分析.中华医院管理杂志,2000,4,252-254.
[4]中国卫生经济培训与研究网络.中国旗舰计划培训教材.1998:116-145.
[5]孟庆跃,等.卫生经济学.海口:南海出版公司.1997:151-172.
[6]樊纲.论改革过程.见:盛洪主编.中国的过渡经济学.上海:上海人民出版社,1994:35.
[7]李海洋,等.服务营销.北京:企业管理出版社,1996:9-14.
[8]吉宗玉.服务设计技术.硕士学位论文.上海东华大学,1999.
[9]ISO9000:2000质量管理体系基础与术语.北京:中国标准出版社,2001.
[10]Management Quality and Competitiveness.Times Mirror Higher Education Group Inc.
[11]任真年.现代医院医疗质量管理.人民军医出版社,2001.
[12]伍小秦.服务质量特征及体系建立.中国标准化,1997(9):18.
[13]Glaes Fornell.The Ameriean Customer Satisfaction Index:Nature,Purpose,and Findings,Journal of Marketing.Vol.60.October,1996:7-18.
[14]谢伦,贾守营.顾客服务:技能、支持与实践.中国的医院经营,2000(9):18.
[15][美]约瑟夫M.普蒂,海因茨.韦里奇,等.管理学精要.亚洲篇.北京:机械工业出版社,1999.
[16][美]斯蒂芬.P罗宾斯.管理学.中国人民大学出版社,1996.
[17]中华人民共和国国家标准GB/T19001-2000.质量管理体系标准.北京:中国标准出版社,2001.
[18]ISO9004:2000质量管理体系要求.北京:中国标准出版社,2001.
[19]Neely A.The Performance measurement revolution:why now and whatnext?InternationalJournalof Operation & Production Management,Vol.19 No.2,1999:205-228.
[20]Hayes R.H.and Abernathy W.J.,Managing our way to economic decline,Harvard Business Review,July Aug,1980,67-77.
[21]Skinner W.The decline,fall and renewal of manufacturing,Industrial Engineering,Oct.1974,32-38.
[22] Turney P.B.B.and Anderson B. Accounting for continuous improvement, Sloan Management Review, Vol.30 No.2,1989,37-48.
[23] Kaplan R.S. and Norton D.P. The balanced score card-measures that drive Performance, Harvard Business Review, Jan.-Feb.,1992,71-79.
[24] Dixon J.R., Nanni A. J and Vollmann T.E. The new performance challenge-measuring operations for world-class competition, Dow Jones-Irwin, 1990, Homewood.IL.
[25] Pawar K.S and Driva H.Performance measurement for product design and development in a manufacturing environment, InternationalJournal of Production Economics 60-61(1999):61-68.
[26] Bond T.C. The role of performance measurement in continuous improvement. InternationalJournal of Operations & Production Management.Vol. 19 No. 12. 1999,PP. 1318-1334.
[27] Medori D. and Steeple D. A framework for auditing and enhaneing performance measurement systems, InternationalJournal of Operations & Production Management, Vol.20 No.5, 2000, PP.520-533.
[28] METC Performance Improvement Measurement Methodology, U.S. Department of Energy. Morgantown Energy Technical Center, May 15, 1994. (http://www.metc.doe.gov/tqm.html)
[29] Thor C.G. The measures of success: creating a high performance organization, Oliver Wright Publications, Inc., Essex Junction.VT,1994.
[30] PBMSIG, The performance-based management handbook:Establishing an integrated performance measurement system. http://www.orau.gov/pbm.
[31] NationalPerformance Review, Balancing measures: Best practice in performancemanagement,Aug.l999.http://www.npr.gov/library/papers/bkgrd/balmeasure.htm
[32] Brown M.G Baldrige Award winning quality:How to interpret the Malcolm Baldrige Award criteria.Ninth edition.ASQ quality Press. 1999.
[33] Bourne M., Mills J., Wilcox M., Neely A.and Platts K., Designing, implementing and updating Performance measurement systems, International Journal of Operations &Production Management,Vol.20 No.7.2000:754-771.
[34] WaggonerD.B., Neely A.D. and Kennerley M.P. The forces that shape organizational performance measurement systems: An interdisciplinary review, International Journal of Production Economics 60-61(1999):53-60.
[35]Begemann C.Dynamics of Performance measurement systems.International Journalof Operations & Production Management.Vol.20 No.6 2000:692-704.
[36]韩福荣.质量管理体系有效性评价理论和方法研究.北京工业大学学报,1998,24(增刊):21-26.
[37]巢来春,胡其昌.论模糊综合评价在企业CS测量中的应用.数量经济技术经济研究,2001,8:112-114.
[38]董军.21世纪质量形势与医院质量管理.中国医院管理,2000,9:13-14.
[39]秦笃烈.医学可视化的跨世纪挑战.医学与计算机,.999,(3-4):7-12.
[40]蒋茂荣,等.实施全程医疗质量管理强化质量监控机制.中国医院管理,2000,9:15-16.
[41]李信春,等.医院卫生经济管理标准化的研究与应用.中华医院管理杂志,2000,4:205-208.
[42]赵长久,等.医疗服务质量病人认证制度的实践.中华医院管理杂志,2001,2,114-115.
[43]孙卫,骆树民.国外开发利用医疗消费者信息改进医疗服务质量历史和现状.国外医学医院管理分册,1993,2:1-6.
[44]张鹭鹭,胡善联,等.医院医疗服务供给技术效率研究.中华医院管理杂志,2000,5:267-269.
[45]吕坤政,刘兴柱.医院效率测量方法.国外医学卫生经济分册,1999,1,25-28.
[46]王盼.卫生服务的公平与效率.中国卫生经济,1998,11,8-10.
[47]张鹭鹭,胡善联,等.论医院医疗服务供给的效率与公平.中华医院管理杂志,2000,5:278.
[48]王冬,等.现代医院管理理论与方法.上海:上海科技出版社,1992.
[49]韩荣芳,等.现代医院管理与评审.山东:山东大学出版社,1993.
[50]詹姆斯.S.戴维斯.ISO9000管理手册.北京:中国标准出版社,1999.
[5l]李馨.医疗质量管理方法研究与医疗保证的国际趋势.中国医院管理,2000,5:38-39
[52]张力,等.病种质量费用监控方法研究.中国医院管理,1998,6:347-348.
[53]何兆炜.医院推行全面质量管理的策略.中国医院管理,1999,1:56-57.
[54]顾湲,陈琦,等.以全科医疗服务模式为导向的病人满意度调查.中国医院管理,2000,8:29-31.
[55]衷敬柏.影响医疗质量诸因素及管理措施.中华医院管理杂志,2001,9:536-537.
[56]潘靖年,刘志刚,等.我院加强医疗环节质量管理的做法.中华医院管理杂志,2001.10:595-596.
[57]刘泽珺,黄建堂,等.ISO9000与医院质量成本管理整合的框架初探.中国医院管理,2001,10:14-15.
[58]佟雪菲.适应新形势加强医疗质量管理.中国医院管理,2001,9:40-41.
[59]范继承.医院质量标准建设存在问题分析.中国卫生质量管理,1999,5:30.
[60]吴淑萍.军队医院医疗质量标准化管理.解放军医院管理杂志2000,1:29.
[61]张卫兵.医疗质量管理的决策和实践.解放军医院管理杂志,2001,1:25-26.
[62]马骏,刘兵.实用医院质量管理学.天津:天津社会科学出版社,1999.
[63]钱信忠.现代医院管理实务全书.北京:中国统计出版社,1995.
[64]史自强,马永祥.医院管理学.上海:上海远东出版社,1995.
[65]李杨,孙玉安,等.临床科室医疗质量管理模式研究.中国医院管理,2001,7:28-30.
[66]龚益鸣.用户满意度指数及其在中国的应用.上海质量,1998,12:16-17.
[67]王卫东,汪纯孝,等.期望、需要、服务实绩与顾客满意程度关系的实证研究.南开理评论,1999,1:13-17.
[68]徐明,任喜梅,等.应用CALLS过程测定服务业顾客满意度指数.中国纺织大学学报,2000,4.
[69]刘鸿恩,张列平,等.企业用户满意评价体系与方法.上海质量,1998,8:33-35.
[70]徐明,吉宗玉.服务蓝图及其应用.价值工程,1999,6:15-17.
[71]让用户从满意到忠诚-三联集团推行顾客满意工程的体会.中国质量,2001,1:12-14.
[72]郎志正.质量与标准.中国质量,2001,1:19-21.
[73]王卉.质量管理成功之经-增加智力成本.中国质量,2001,1:24-25.
[74]阿曼德.费根堡姆.新世纪的质量趋势.中国质量,2001,2:15-17.
[75]张公德,孙静.推行质量与科学:SPC与SPD.中国质量,2001,2:32-34.
[76][日]近滕良夫.进攻的质量与防守的质量.中国质量,2001,2:25-26.
[77]赵有广.质量投入的收益率模型.中国质量,2001,3:40-44.
[78]简明,易丹辉.构建中国顾客满意度指数(CCSI)测评体系的思考.中国质量,2001,8:9-11.
[79]李乐新.顾客满意程度测量系统.中国质量认证,2001,5:19-20.
[80]郑怀竞.正确理解医院贯标的几个问题.中国质量认证,2001,4:24.
[81]马春红.以顾客为关注焦点原则与市场竞争策略.中国质量认证,2001,4:33-34.
[82]吴士权.体系文件.质量管理体系的蓝图.中国质量认证,2000,10:18-19.
[83]孙剑,卜伟华.有效性是建立质量管理体系的落脚点,中国质量认证,2000,10.
[84]李学方.按照2000版ISO9001标准编写质量管理体系文件初探.中国质量认 证,2000,9:8-10.
[85]李朝霞.再造管理系统,提高管理质量.中国质量认证,2000,4:18-19.
[86]陈乃骏.2000版ISO9000族标准的指导思想.中国质量认证,2000,3:11-14.
[87]蒋珠燕.入世焦点-新世纪的中国服务贸易.北京:经济科学出版社,1999.
[88]杨明.以顾客为关注焦点,增强顾客满意有关问题的思考.中国质量认证,2001.9:18-20.
[89]黄鹏.论与顾客有关的几个概念.中国质量认证,2001,9:22-25.
[90]周亚萍,刘显扬.对医务人员宜实施采购控制.中国质量认证,2001,9:49.
[91]李为柱.确立系统理念,建立有效体系.中国质量认证,2001,8:12-14.
[92]陈乃骏.质量管理体系的策划和文件编写.中国质量认证,2001,8:15-21.
[93]朱立恩,郭伊萍.论顾客满意定义和顾客满意方式.中国质量认证,2001,8:27.
[94]陈宝江.体系,过程和活动的辩证关系.中国质量认证,2001,8:28-29.
[95]郑朝阳.沟通的实施.中国质量认证,2001,8:35.
[96]毛春元.全面质量管理与统计技术.数理统计与管理,2001,4:11-13.
[97]范黎波.建立以知识共享为基础的企业管理体系.国际贸易问题,2001,1:30-34.
[98]克里斯蒂.格普若斯,吴晓云,等译.服务市场营销管理.上海:复旦大学出版社,1998.
[99]菲利普.科特勒著,梅汝和等译.营销管理.西蒙与舒斯特国际出版社.第九版,上海人民出版社译本,1999.
[100]伍小秦.服务质量的特性及其体系的建立.中国标准化.1997,9:18.
[101]张织云.优质管理.新加坡:新亚出版社,1997.
[102]克劳斯比,陈怡芬译.零缺陷的质最管理.上海:生活.读书.新知三联书店,1996.
[103]许科峰.美国运筹学会2000年年会交流文章.2000(4).
[104]全国质量管理和质量保证标准化技术委员会秘书处.2000版ISO/DIS9000族国际标准草案理解与实施.北京:中国标准出版社.2000,3,22.
[105]沈建根.ISO9000族的系统管理思想.世界标准化与质量管理,1998,5:20-21.
[106]王太平.积极推行实施ISO9000标准提高国内外市场竞争能力.企业标准化,1998,3:16-17.
[107]刘志坚.ISO9000标准体系与企业质量科学管理.武汉水利电力大学学报(社科版),1997,3:30-32.
[108]李群.ISO9000系列标准与全面质量管理.标准化报道,1998,5:10-11.
[109]宋其玉.试论ISO9000标准在经济增长方式转变中的作用.世界标准化与质量管理.1996,7:21-22.
[110]梁乃刚.台湾推行ISO9000认证概况.世界标准化与质量管理,1996,3:20-22.
[111]李铁男.ISO9000系列标准的现状及发展趋势.世界标准化与质量管理.1996,1:18-19.
[112]吴桂玲.ISO9000标准的未来走向.世界标准化与质最管理,1997,8:21-22.
[113]金列文.ISO9000系列标准发展动向.航空标准化与质量,1997,3:13-15.
[114]曾进康.当前企业质量体系的控制和运行探索.中国标准化,1998,11:9-11.
[115]张则钦.积极推行ISO9000标准,不断提高认证的有效性.世界标准化与质量管理.1998,10,17-18.
[116]陈因达,朱华仁.振兴国企重在质量.中国质量,1997,2:18-19.
[117]庞兆森.医院绩效评价指标体系初探.卫生经济研究,2002.5:24-25.
[118]郑洁,杨启莲.论激励在医院管理中的作用.中国医院统计,2002年6月第9卷第2期:124-126.
[119]龚益明.质最管理学.上海:复旦大学出版社,2000.
[120]刘川明.质量成本管理概论.北京:经济科学出版社,1992.
[121]陈志田.2000版ISO9000族标准理解与运作指南.北京:中国计量出版社,2001.
[122]潘渔州.现代企业质量管理.北京:经济管理出版社,1997.
[123]徐惠平,李志青.管理经济学教学案例精选.北京:复旦大学出版社,2000.
[124]张承耀.中国企业改革与发展案例.北京:经济管理出版社,2000.
[125]余美芬.如何建立有效质量管理体系.北京:中国科学技术出版社,1997.
[126]谌东奎,郑跃文,查伟晨.质量管理理论与实务.北京:经济管理出版社,1997.
[127]廖涵,王平.ISO9000与国际贸易.广州:广东人民出版社,1996.
[128]周密.现代企业质量管理和ISO9000.北京:中国商业出版社,1995.
[129]汪应洛.系统工程理论方法与应用.北京:高等教育出版社,1992.
[130]张钟俊,王冀.控制理论在管理科学中的应用.长沙:湖南科技出版社,1984.
[131]Fitzpatrick R.Surveys of patient satisfaction I-Important general considerations.BMJ,1991,302:887-889.
[132]Bake R,Streatified,J.What type of general practice do patients refer?Exploration of practice characteristics influencing patient satifaction.British Journal of General Practice.1995,45:654-659.
[133]JK Senqupta.Stochastic efficiency measurement.A new approach.Applied Economics Letters,1997,2:125.
[134]Stephen Z.Measuring hospital efficiency with frontier cost functions.J Health Economics,1994,7:321.
[135]Tauchen H.Review of:Multi-output production and duality.Theory and applications,J Econ Lit,1996,3:219.
[136] Burning ER.The stochastic frontier approach.International J Trounspot Econ, 1992,2:197.
[137] Gstach D. Another approach to data envelopment analysis in noisy environments.DEA.J Prot Anal, 1998, 2:598.
[138] Mark Reberts.Planning, regulation and limits markets. 1998:123-156.
[139] En B Krichasy.Bryan P Simmon continuous quality improvement:concepts and applications for physician care.JAMA, 1996,266,13:1817-1822.
[140] Swebb. Miloyd.Prescribing and Referral in General Practice a study of patients'Expectations and Doctors'Actions.British Journal of Greneval Practice,April 1994,44(381): 164-169.
[141] Kkhayat, B salter. Patient Satisfaction Surveys as a Market Research Tool for General Practices. BritishJournal of General Practice, May 1994, 44(382): 215-219.
[142] Arthur R, Tenner, lringJ, Detoro. Total Quality Management-Three Steps to continuous improvement, New York,Addison-Wesley, 1992,66.
[143] Roberta S. Russell, Bernard W. Taylor Ⅲ, Production and Operations Management, Focusing on Quality and Competitiveness. Englewood Cliffs, New Jersey, Prentice-Hall Inc, 1995,171.
[144] F.GCrane and T.K.Clarke.The Identification of Evaluative Criteria and Cues Used In Selection Services.Journal of Marketing, 2 Spring 1998,53-59.
[145] David Garvin.Competing on the Eight Dimensions of Quality. Harward Business Review.November 1987, 101-109.
[146] Zeithaml, Parasuaman, Berry.Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York, Free Press 1990.
[147] Alvin C, Burns, Ronald F. Bush.Marketing Research. New Jersey, Practice-Hall, 1995,389-393.
[148] A.Parasuraman, Leonard L. Berry, and Valaric A. Zeithaml. Understanding Customer Expectation of Service, Sloan Management Review VOL.32,3(Spring 1991),42.
[149] Arthur R.Tenner, Irving J.Detoro, Total Quality Management-Three Steps to Continuous lmprovement.New York, Addison-Wesley, 1992,68-71.
[150] Christian Gronroos, Service Management and Marketing, Lesington, Mass Lexington Book, 1985, 243-254.
[151] Valaric A, Zeithaml & Mary to Bitner, Service Marketing, New York, McGraw-Hill, 1996,123.
[152] How Marriott makes a Great First Impression.The service Edge Vol,5(May 1993),5.
[153] Ronald Henkoff.Companies that Train Best.Fortune,March 22,1993,62-74.
[154] Genehall.Jin Rosenthal,and Judy Wade.How to Make Reengineering Really Work.Harvard Business Review.Nonconformist Company,Harvard Business Review, July-August 1991,33.
[155] A.Parasuraman, Valaric A. Xeithaml and Leonard L. Berry, Servqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing 64 Spring 1988,12-40.
[156] K.Anderson and Ron Zemke.Delivering Knock Your Socks off Service New York.AMACOM, 1991,484-485.
[157] Valaric A.Xeithaml.The Acquisition,Meanning,and Use of Price Information by Consumers' of Service Perspectiveds,eds R.Bush and 5.Humt,Chicago,American Marketing Association, 1982,237-241.
[158] Genehall,Jim Rosenthal,and Judy Wade.How to make Reengineering Really WOrk.Harvard Business Review.November-December, 1993,119-131.
[2]黄慧英.医疗质量保证的国际趋势.国外医学,医院管理分册,1999,1:1-5.
[3]唐智柳,等.住院病人的满意度调查分析.中华医院管理杂志,2000,4,252-254.
[4]中国卫生经济培训与研究网络.中国旗舰计划培训教材.1998:116-145.
[5]孟庆跃,等.卫生经济学.海口:南海出版公司.1997:151-172.
[6]樊纲.论改革过程.见:盛洪主编.中国的过渡经济学.上海:上海人民出版社,1994:35.
[7]李海洋,等.服务营销.北京:企业管理出版社,1996:9-14.
[8]吉宗玉.服务设计技术.硕士学位论文.上海东华大学,1999.
[9]ISO9000:2000质量管理体系基础与术语.北京:中国标准出版社,2001.
[10]Management Quality and Competitiveness.Times Mirror Higher Education Group Inc.
[11]任真年.现代医院医疗质量管理.人民军医出版社,2001.
[12]伍小秦.服务质量特征及体系建立.中国标准化,1997(9):18.
[13]Glaes Fornell.The Ameriean Customer Satisfaction Index:Nature,Purpose,and Findings,Journal of Marketing.Vol.60.October,1996:7-18.
[14]谢伦,贾守营.顾客服务:技能、支持与实践.中国的医院经营,2000(9):18.
[15][美]约瑟夫M.普蒂,海因茨.韦里奇,等.管理学精要.亚洲篇.北京:机械工业出版社,1999.
[16][美]斯蒂芬.P罗宾斯.管理学.中国人民大学出版社,1996.
[17]中华人民共和国国家标准GB/T19001-2000.质量管理体系标准.北京:中国标准出版社,2001.
[18]ISO9004:2000质量管理体系要求.北京:中国标准出版社,2001.
[19]Neely A.The Performance measurement revolution:why now and whatnext?InternationalJournalof Operation & Production Management,Vol.19 No.2,1999:205-228.
[20]Hayes R.H.and Abernathy W.J.,Managing our way to economic decline,Harvard Business Review,July Aug,1980,67-77.
[21]Skinner W.The decline,fall and renewal of manufacturing,Industrial Engineering,Oct.1974,32-38.
[22] Turney P.B.B.and Anderson B. Accounting for continuous improvement, Sloan Management Review, Vol.30 No.2,1989,37-48.
[23] Kaplan R.S. and Norton D.P. The balanced score card-measures that drive Performance, Harvard Business Review, Jan.-Feb.,1992,71-79.
[24] Dixon J.R., Nanni A. J and Vollmann T.E. The new performance challenge-measuring operations for world-class competition, Dow Jones-Irwin, 1990, Homewood.IL.
[25] Pawar K.S and Driva H.Performance measurement for product design and development in a manufacturing environment, InternationalJournal of Production Economics 60-61(1999):61-68.
[26] Bond T.C. The role of performance measurement in continuous improvement. InternationalJournal of Operations & Production Management.Vol. 19 No. 12. 1999,PP. 1318-1334.
[27] Medori D. and Steeple D. A framework for auditing and enhaneing performance measurement systems, InternationalJournal of Operations & Production Management, Vol.20 No.5, 2000, PP.520-533.
[28] METC Performance Improvement Measurement Methodology, U.S. Department of Energy. Morgantown Energy Technical Center, May 15, 1994. (http://www.metc.doe.gov/tqm.html)
[29] Thor C.G. The measures of success: creating a high performance organization, Oliver Wright Publications, Inc., Essex Junction.VT,1994.
[30] PBMSIG, The performance-based management handbook:Establishing an integrated performance measurement system. http://www.orau.gov/pbm.
[31] NationalPerformance Review, Balancing measures: Best practice in performancemanagement,Aug.l999.http://www.npr.gov/library/papers/bkgrd/balmeasure.htm
[32] Brown M.G Baldrige Award winning quality:How to interpret the Malcolm Baldrige Award criteria.Ninth edition.ASQ quality Press. 1999.
[33] Bourne M., Mills J., Wilcox M., Neely A.and Platts K., Designing, implementing and updating Performance measurement systems, International Journal of Operations &Production Management,Vol.20 No.7.2000:754-771.
[34] WaggonerD.B., Neely A.D. and Kennerley M.P. The forces that shape organizational performance measurement systems: An interdisciplinary review, International Journal of Production Economics 60-61(1999):53-60.
[35]Begemann C.Dynamics of Performance measurement systems.International Journalof Operations & Production Management.Vol.20 No.6 2000:692-704.
[36]韩福荣.质量管理体系有效性评价理论和方法研究.北京工业大学学报,1998,24(增刊):21-26.
[37]巢来春,胡其昌.论模糊综合评价在企业CS测量中的应用.数量经济技术经济研究,2001,8:112-114.
[38]董军.21世纪质量形势与医院质量管理.中国医院管理,2000,9:13-14.
[39]秦笃烈.医学可视化的跨世纪挑战.医学与计算机,.999,(3-4):7-12.
[40]蒋茂荣,等.实施全程医疗质量管理强化质量监控机制.中国医院管理,2000,9:15-16.
[41]李信春,等.医院卫生经济管理标准化的研究与应用.中华医院管理杂志,2000,4:205-208.
[42]赵长久,等.医疗服务质量病人认证制度的实践.中华医院管理杂志,2001,2,114-115.
[43]孙卫,骆树民.国外开发利用医疗消费者信息改进医疗服务质量历史和现状.国外医学医院管理分册,1993,2:1-6.
[44]张鹭鹭,胡善联,等.医院医疗服务供给技术效率研究.中华医院管理杂志,2000,5:267-269.
[45]吕坤政,刘兴柱.医院效率测量方法.国外医学卫生经济分册,1999,1,25-28.
[46]王盼.卫生服务的公平与效率.中国卫生经济,1998,11,8-10.
[47]张鹭鹭,胡善联,等.论医院医疗服务供给的效率与公平.中华医院管理杂志,2000,5:278.
[48]王冬,等.现代医院管理理论与方法.上海:上海科技出版社,1992.
[49]韩荣芳,等.现代医院管理与评审.山东:山东大学出版社,1993.
[50]詹姆斯.S.戴维斯.ISO9000管理手册.北京:中国标准出版社,1999.
[5l]李馨.医疗质量管理方法研究与医疗保证的国际趋势.中国医院管理,2000,5:38-39
[52]张力,等.病种质量费用监控方法研究.中国医院管理,1998,6:347-348.
[53]何兆炜.医院推行全面质量管理的策略.中国医院管理,1999,1:56-57.
[54]顾湲,陈琦,等.以全科医疗服务模式为导向的病人满意度调查.中国医院管理,2000,8:29-31.
[55]衷敬柏.影响医疗质量诸因素及管理措施.中华医院管理杂志,2001,9:536-537.
[56]潘靖年,刘志刚,等.我院加强医疗环节质量管理的做法.中华医院管理杂志,2001.10:595-596.
[57]刘泽珺,黄建堂,等.ISO9000与医院质量成本管理整合的框架初探.中国医院管理,2001,10:14-15.
[58]佟雪菲.适应新形势加强医疗质量管理.中国医院管理,2001,9:40-41.
[59]范继承.医院质量标准建设存在问题分析.中国卫生质量管理,1999,5:30.
[60]吴淑萍.军队医院医疗质量标准化管理.解放军医院管理杂志2000,1:29.
[61]张卫兵.医疗质量管理的决策和实践.解放军医院管理杂志,2001,1:25-26.
[62]马骏,刘兵.实用医院质量管理学.天津:天津社会科学出版社,1999.
[63]钱信忠.现代医院管理实务全书.北京:中国统计出版社,1995.
[64]史自强,马永祥.医院管理学.上海:上海远东出版社,1995.
[65]李杨,孙玉安,等.临床科室医疗质量管理模式研究.中国医院管理,2001,7:28-30.
[66]龚益鸣.用户满意度指数及其在中国的应用.上海质量,1998,12:16-17.
[67]王卫东,汪纯孝,等.期望、需要、服务实绩与顾客满意程度关系的实证研究.南开理评论,1999,1:13-17.
[68]徐明,任喜梅,等.应用CALLS过程测定服务业顾客满意度指数.中国纺织大学学报,2000,4.
[69]刘鸿恩,张列平,等.企业用户满意评价体系与方法.上海质量,1998,8:33-35.
[70]徐明,吉宗玉.服务蓝图及其应用.价值工程,1999,6:15-17.
[71]让用户从满意到忠诚-三联集团推行顾客满意工程的体会.中国质量,2001,1:12-14.
[72]郎志正.质量与标准.中国质量,2001,1:19-21.
[73]王卉.质量管理成功之经-增加智力成本.中国质量,2001,1:24-25.
[74]阿曼德.费根堡姆.新世纪的质量趋势.中国质量,2001,2:15-17.
[75]张公德,孙静.推行质量与科学:SPC与SPD.中国质量,2001,2:32-34.
[76][日]近滕良夫.进攻的质量与防守的质量.中国质量,2001,2:25-26.
[77]赵有广.质量投入的收益率模型.中国质量,2001,3:40-44.
[78]简明,易丹辉.构建中国顾客满意度指数(CCSI)测评体系的思考.中国质量,2001,8:9-11.
[79]李乐新.顾客满意程度测量系统.中国质量认证,2001,5:19-20.
[80]郑怀竞.正确理解医院贯标的几个问题.中国质量认证,2001,4:24.
[81]马春红.以顾客为关注焦点原则与市场竞争策略.中国质量认证,2001,4:33-34.
[82]吴士权.体系文件.质量管理体系的蓝图.中国质量认证,2000,10:18-19.
[83]孙剑,卜伟华.有效性是建立质量管理体系的落脚点,中国质量认证,2000,10.
[84]李学方.按照2000版ISO9001标准编写质量管理体系文件初探.中国质量认 证,2000,9:8-10.
[85]李朝霞.再造管理系统,提高管理质量.中国质量认证,2000,4:18-19.
[86]陈乃骏.2000版ISO9000族标准的指导思想.中国质量认证,2000,3:11-14.
[87]蒋珠燕.入世焦点-新世纪的中国服务贸易.北京:经济科学出版社,1999.
[88]杨明.以顾客为关注焦点,增强顾客满意有关问题的思考.中国质量认证,2001.9:18-20.
[89]黄鹏.论与顾客有关的几个概念.中国质量认证,2001,9:22-25.
[90]周亚萍,刘显扬.对医务人员宜实施采购控制.中国质量认证,2001,9:49.
[91]李为柱.确立系统理念,建立有效体系.中国质量认证,2001,8:12-14.
[92]陈乃骏.质量管理体系的策划和文件编写.中国质量认证,2001,8:15-21.
[93]朱立恩,郭伊萍.论顾客满意定义和顾客满意方式.中国质量认证,2001,8:27.
[94]陈宝江.体系,过程和活动的辩证关系.中国质量认证,2001,8:28-29.
[95]郑朝阳.沟通的实施.中国质量认证,2001,8:35.
[96]毛春元.全面质量管理与统计技术.数理统计与管理,2001,4:11-13.
[97]范黎波.建立以知识共享为基础的企业管理体系.国际贸易问题,2001,1:30-34.
[98]克里斯蒂.格普若斯,吴晓云,等译.服务市场营销管理.上海:复旦大学出版社,1998.
[99]菲利普.科特勒著,梅汝和等译.营销管理.西蒙与舒斯特国际出版社.第九版,上海人民出版社译本,1999.
[100]伍小秦.服务质量的特性及其体系的建立.中国标准化.1997,9:18.
[101]张织云.优质管理.新加坡:新亚出版社,1997.
[102]克劳斯比,陈怡芬译.零缺陷的质最管理.上海:生活.读书.新知三联书店,1996.
[103]许科峰.美国运筹学会2000年年会交流文章.2000(4).
[104]全国质量管理和质量保证标准化技术委员会秘书处.2000版ISO/DIS9000族国际标准草案理解与实施.北京:中国标准出版社.2000,3,22.
[105]沈建根.ISO9000族的系统管理思想.世界标准化与质量管理,1998,5:20-21.
[106]王太平.积极推行实施ISO9000标准提高国内外市场竞争能力.企业标准化,1998,3:16-17.
[107]刘志坚.ISO9000标准体系与企业质量科学管理.武汉水利电力大学学报(社科版),1997,3:30-32.
[108]李群.ISO9000系列标准与全面质量管理.标准化报道,1998,5:10-11.
[109]宋其玉.试论ISO9000标准在经济增长方式转变中的作用.世界标准化与质量管理.1996,7:21-22.
[110]梁乃刚.台湾推行ISO9000认证概况.世界标准化与质量管理,1996,3:20-22.
[111]李铁男.ISO9000系列标准的现状及发展趋势.世界标准化与质量管理.1996,1:18-19.
[112]吴桂玲.ISO9000标准的未来走向.世界标准化与质最管理,1997,8:21-22.
[113]金列文.ISO9000系列标准发展动向.航空标准化与质量,1997,3:13-15.
[114]曾进康.当前企业质量体系的控制和运行探索.中国标准化,1998,11:9-11.
[115]张则钦.积极推行ISO9000标准,不断提高认证的有效性.世界标准化与质量管理.1998,10,17-18.
[116]陈因达,朱华仁.振兴国企重在质量.中国质量,1997,2:18-19.
[117]庞兆森.医院绩效评价指标体系初探.卫生经济研究,2002.5:24-25.
[118]郑洁,杨启莲.论激励在医院管理中的作用.中国医院统计,2002年6月第9卷第2期:124-126.
[119]龚益明.质最管理学.上海:复旦大学出版社,2000.
[120]刘川明.质量成本管理概论.北京:经济科学出版社,1992.
[121]陈志田.2000版ISO9000族标准理解与运作指南.北京:中国计量出版社,2001.
[122]潘渔州.现代企业质量管理.北京:经济管理出版社,1997.
[123]徐惠平,李志青.管理经济学教学案例精选.北京:复旦大学出版社,2000.
[124]张承耀.中国企业改革与发展案例.北京:经济管理出版社,2000.
[125]余美芬.如何建立有效质量管理体系.北京:中国科学技术出版社,1997.
[126]谌东奎,郑跃文,查伟晨.质量管理理论与实务.北京:经济管理出版社,1997.
[127]廖涵,王平.ISO9000与国际贸易.广州:广东人民出版社,1996.
[128]周密.现代企业质量管理和ISO9000.北京:中国商业出版社,1995.
[129]汪应洛.系统工程理论方法与应用.北京:高等教育出版社,1992.
[130]张钟俊,王冀.控制理论在管理科学中的应用.长沙:湖南科技出版社,1984.
[131]Fitzpatrick R.Surveys of patient satisfaction I-Important general considerations.BMJ,1991,302:887-889.
[132]Bake R,Streatified,J.What type of general practice do patients refer?Exploration of practice characteristics influencing patient satifaction.British Journal of General Practice.1995,45:654-659.
[133]JK Senqupta.Stochastic efficiency measurement.A new approach.Applied Economics Letters,1997,2:125.
[134]Stephen Z.Measuring hospital efficiency with frontier cost functions.J Health Economics,1994,7:321.
[135]Tauchen H.Review of:Multi-output production and duality.Theory and applications,J Econ Lit,1996,3:219.
[136] Burning ER.The stochastic frontier approach.International J Trounspot Econ, 1992,2:197.
[137] Gstach D. Another approach to data envelopment analysis in noisy environments.DEA.J Prot Anal, 1998, 2:598.
[138] Mark Reberts.Planning, regulation and limits markets. 1998:123-156.
[139] En B Krichasy.Bryan P Simmon continuous quality improvement:concepts and applications for physician care.JAMA, 1996,266,13:1817-1822.
[140] Swebb. Miloyd.Prescribing and Referral in General Practice a study of patients'Expectations and Doctors'Actions.British Journal of Greneval Practice,April 1994,44(381): 164-169.
[141] Kkhayat, B salter. Patient Satisfaction Surveys as a Market Research Tool for General Practices. BritishJournal of General Practice, May 1994, 44(382): 215-219.
[142] Arthur R, Tenner, lringJ, Detoro. Total Quality Management-Three Steps to continuous improvement, New York,Addison-Wesley, 1992,66.
[143] Roberta S. Russell, Bernard W. Taylor Ⅲ, Production and Operations Management, Focusing on Quality and Competitiveness. Englewood Cliffs, New Jersey, Prentice-Hall Inc, 1995,171.
[144] F.GCrane and T.K.Clarke.The Identification of Evaluative Criteria and Cues Used In Selection Services.Journal of Marketing, 2 Spring 1998,53-59.
[145] David Garvin.Competing on the Eight Dimensions of Quality. Harward Business Review.November 1987, 101-109.
[146] Zeithaml, Parasuaman, Berry.Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York, Free Press 1990.
[147] Alvin C, Burns, Ronald F. Bush.Marketing Research. New Jersey, Practice-Hall, 1995,389-393.
[148] A.Parasuraman, Leonard L. Berry, and Valaric A. Zeithaml. Understanding Customer Expectation of Service, Sloan Management Review VOL.32,3(Spring 1991),42.
[149] Arthur R.Tenner, Irving J.Detoro, Total Quality Management-Three Steps to Continuous lmprovement.New York, Addison-Wesley, 1992,68-71.
[150] Christian Gronroos, Service Management and Marketing, Lesington, Mass Lexington Book, 1985, 243-254.
[151] Valaric A, Zeithaml & Mary to Bitner, Service Marketing, New York, McGraw-Hill, 1996,123.
[152] How Marriott makes a Great First Impression.The service Edge Vol,5(May 1993),5.
[153] Ronald Henkoff.Companies that Train Best.Fortune,March 22,1993,62-74.
[154] Genehall.Jin Rosenthal,and Judy Wade.How to Make Reengineering Really Work.Harvard Business Review.Nonconformist Company,Harvard Business Review, July-August 1991,33.
[155] A.Parasuraman, Valaric A. Xeithaml and Leonard L. Berry, Servqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing 64 Spring 1988,12-40.
[156] K.Anderson and Ron Zemke.Delivering Knock Your Socks off Service New York.AMACOM, 1991,484-485.
[157] Valaric A.Xeithaml.The Acquisition,Meanning,and Use of Price Information by Consumers' of Service Perspectiveds,eds R.Bush and 5.Humt,Chicago,American Marketing Association, 1982,237-241.
[158] Genehall,Jim Rosenthal,and Judy Wade.How to make Reengineering Really WOrk.Harvard Business Review.November-December, 1993,119-131.