服務競爭力向上之推手－服務品質驗證(Qualicert)

Qualicert a Quality Assurance Credential for Promotion of Quality of Patient Care Services

洪昀秀(Yun-Hsiu Hung) ； 蕭雅尹(Ya-Yi Hsiao) ； 許麗君(Lee-Chun Hsu)

《領導護理》 11卷3期 (2010/12) Pp. 95-102

https://doi.org/10.29494/LN.201012.0010

摘要

台灣自2002年引進服務品質驗證(Qualicert)後受到服務界重視，因取得服務品質驗證標章象徵企業服務品質受到國際驗證組織之肯定。服務品質驗證程序包括：建立服務承諾、界定服務特性及確認服務標準、內部溝通與訓練、落實度自我檢視與服務改善、外部稽核及驗證。本文爲準備服務品質驗證之經驗，盼能做爲同業參考。

關鍵字

服務競爭力 ； 醫療服務 ； 服務品質驗證 ； Qualicert

並列摘要

Qualicert represents a symbol of verified high quality services that an enterprise provides, and it is affirmed by the international credential organization. The process required for the credential includes commitment of services, definition of service characteristics, identification of services standards, internal communication and training, self-evaluation and improvement of services, and auditing and verification of credential. This article details the author's experience and can be used as a reference for healthcare professionals who are preparing for verification of the credential for quality services provided by the healthcare organization.

並列關鍵字

services competitiveness ； medical service ； Qualicert ； quality assurance