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什么是质量?要想给质量下定义,必须考虑到下定义者正确观察事物相互关系的能力。各个下定义者很可能提出不同的定义。下面,让我们来给医院服务质量下定义。一个患者很可能把医院的质量解释为“全心全意地治疗、尊重和关心患者”。一个医生可能把医院的质量解释为“用最先进的医学科学知识和技术为患者服务”。一个医院的托管者可能说,“具有提供服务的最好的人员和设备”。医院管理者很可能同意托管者的观点,但是除此之外还要加上“对提供服务的技术专家不断地评价他们的成就,并进行业务培训,使更优秀的人员不断涌现”。对那些为医院服务提供资金的人,质量也应有一个有效的衡量尺度。我们建议,医院管理必须注重质量,不仅听取一方面的意见,而且要听取来自各方面有关人员的意见。Donabedian(1980)提出了一个很明确的
What is quality? To define quality, one must consider the ability of the definer to observe things correctly. Each of the definitives is likely to propose different definitions. Let’s define the quality of hospital services below. A patient is likely to interpret the hospital’s quality as “fully treating, respecting, and caring for patients.” A doctor may interpret the hospital’s quality as “serving patients with the most advanced medical scientific knowledge and technology.” A hospital custodian may say, “Having the best people and equipment to provide services.” Hospital administrators are likely to agree with the trustee’s point of view, but in addition to “in addition to the technical experts provide services constantly evaluate their achievements, and conduct business training, so that better people continue to emerge.” For those who provide funds for hospital services, quality should also have an effective measure. We propose that hospital management must focus on quality, not only to listen to opinions on the one hand, but also to listen to opinions from relevant personnel in various fields. Donabedian (1980) proposed a very clear