I 摘要 随着社会发展和经济水平的提升，人们对于健康管理和医疗需求以及就医过程服 务的期望与要求也不断提高，质量管理已逐渐成为医院管理的核心之一。因为，良好 的质量管理不但可以助力患者对于医疗服务的需求和要求的达成，良好医患关系的构 建，提高患者满意度和民众的健康水平，还能促进医院的发展和建设，提升医院在医 疗改革新形势下的行业竞争力。洗涤中心作为医院后勤服务的和质量管理的主要部门 之一，医院被服等布类的洗涤质量是患者就医期间满足感、获得感的重要来源之一， 将直接影响患者对于医院服务满意度、医疗环境以及医院质量管理的判定。因此，提 升布类洗涤质量对于医院提升服务质量具有重要的意义，也是相当迫切和必要的。 近年来，Z医院洗涤中心布类洗涤质量频频出现投诉事件，布类洗涤质量满意度 逐月下降。为提高布类洗涤质量，提升医护人员、患者、家属对于布类洗涤质量的满 意度。本文通过对Z医院布类洗涤质量和相应的满意度进行调查和对相关专家进行访 谈后，采用文献研究法确定研究的基础理论，利用统计分析、根因分析等方法，分析 出Z医院布类洗涤质量的影响因素，并根据影响因素制定相应的质量改进措施。在各 项对策实施3个月后，将对策实施前后的布类洗涤质量数据进行对比分析。研究结果 表明，z医院的布类洗涤质量的满意度由原来的75.2%提高到90%以上，次品降低近 50%，质量提升的目标达成率高达140.1%。 全面质量管理应用于Z医院洗涤中心布类洗涤质量提升所取得的良好效果，不但 弥补了全面质量管理在医院布类洗涤质量应用研究中的空白，也加深了医院管理者对 质量管理在后勤工作应用中的认可。同时，本文通过对Z医院洗涤中心布类洗涤质量 和满意度提升的案例研究，总结出医院洗涤中心布类洗涤质量提升的方法和步骤以及 关键点，从理论上对类似洗涤中心如何采用质量管理理论实施布类洗涤质量提升提供 方向，为相似规模的洗涤中心提供一些参考和启发，具有一定的借鉴意义。 关键词：全面质量管理；医院管理；PDCA；布类洗涤质量；医院后勤 论文类型：应用研究 西南科技大学硕士学位论文 II ABSTRACT Withthedevelopmentofsocietyandeconomy,people'sdemandforhealthmanagementand medicalcareisincreasingdaybyday,andtheirexpectationsandrequirementsformedical servicesarealsoincreasing.Atthesametime,qualitymanagementhasgraduallybecomeone ofthecorepartsofhospitalmanagement.Becausegoodqualitymanagementcannotonly helppatientstoachievetheneedsandrequirementsofmedicalservices,buildagood relationshipbetweendoctorsandpatients,improvepatientsatisfactionandpublichealth level,butalsopromotethedevelopmentandconstructionofthehospitalandenhancethe competitivenessofthehospital.Asoneofthemaindepartmentsofhospitallogisticsservice andqualitymanagement,thewashingqualityofhospitalclothwilldirectlyaffectthe patients'judgmentofhospitalservicesatisfaction,medicalenvironmentandhospitalquality management.Therefore,itisveryimportant,urgentandnecessarytoimprovethequalityof clothwashing. Inordertoimprovethequalityofclothwashing,thispaperadoptedthefollowingsteps tostudy.Fristly,investigatesthesatisfactionofclothwashingqualityandwashingqualityinZ Hospital,andinterviewsrelevantexperts.Secondly,thebasictheoryofresearchis determinedbyliteratureresearchmethod.Then,bymeansofstatisticalanalysisandroot causeanalysis,theinfluencingfactorsofclothwashingqualityinZhospitalareanalyzed, andthecorrespondingqualityimprovementmeasuresareformulatedaccordingtothe influencingfactors.Finally,Comparingtheoriginaldatawiththefinaldata,wecanfoundthe satisfactionofclothwashingqualityinZhospitalhasbeenimprovedfrom75.2%tomore than90%,thedefectiveproductshavebeenreducedbynearly50%,andthetargetrateof qualityimprovementhasreached140.1%. TheapplicationofTQMintheimprovementofclothwashingqualityinZHospitalWashing Centerhasachievedgoodresults,whichnotonlymakesupfortheblankofTQMinthe applicationresearchofclothwashingqualityinhospitals,butalsodeepenstherecognitionof hospitalmanagersfortheapplicationofqualitymanagementinlogisticswork.Atthesame time,throughthecasestudyontheimprovementofclothwashingqualityandsatisfactionin Zhospitalwashingcenter,thepapersummarizesthemethods,stepsandkeypointsofcloth washingqualityimprovementinhospitalwashingcenter,whichcanprovidetheoretical guidanceandreferenceforsimilarscalewashingcenterhowtousequalitymanagement theorytoimproveclothwashingquality. KEYWORDS:Totalqualitymanagement;Hospitalmanagement;PDCA;Clothwashingquality; Hospitallogistics TYPEOFTHESIS:ApplicationResearch 目录 III 目录 1绪论...............................................................................................................................1 1.1研究背景............................................................................................................1 1.2国内外研究现状................................................................................................2 1.2.1布类洗涤质量国内外研究现状.............................................................2 1.2.2全面质量管理起源及研究现状.............................................................3 1.2.3全面质量管理在医疗领域的研究与应用.............................................4 1.2.4小结.........................................................................................................5 1.3研究目的与意义................................................................................................5 1.3.1研究目的.................................................................................................5 1.3.2研究意义.................................................................................................5 1.4研究思路............................................................................................................6 1.5研究内容及方法................................................................................................7 1.5.1研究内容.................................................................................................7 1.5.2研究方法.................................................................................................7 1.6论文贡献............................................................................................................8 2理论基础.....................................................................................................................10 2.1全面质量管理..................................................................................................10 2.2PDCA循环法...................................................................................................10 2.3二八定律..........................................................................................................12 3Z医院布类洗涤质量现状..........................................................................................13 3.1Z医院及洗涤中心简介...................................................................................13 3.2Z医院洗涤中心布类洗涤质量提升背景.......................................................14 3.3Z医院洗涤中心布类洗涤质量提升衡量指标的确定...................................15 3.4质量管理活动项目小组成立..........................................................................16 3.5Z医院洗涤中心布类洗涤质量提升计划拟定...............................................16 3.6Z医院洗涤中心布类洗涤质量现状调查.......................................................17 3.6.1洗涤流程现状........................................................................................17 3.6.2洗涤次品情况调查................................................................................19 3.6.3洗涤质量满意度调查............................................................................20 3.7Z布类洗涤质量提升目标设定.......................................................................20 4布类洗涤质量提升对策拟定.....................................................................................22 4.1布类洗涤质量缺陷原因分析...........................................................................22 4.1.1重点质量提升项目末端原因分析........................................................22 4.1.2主要原因选定........................................................................................23 西南科技大学硕士学位论文 IV 4.1.3真因验证................................................................................................25 4.2Z医院洗涤中心布类洗涤质量提升对策拟定.............................