以顧客為導向的流程管理模式在臨床診療分析之應用

隨著消費型態的改變，品質意識的抬頭，「顧客需求滿意」已不僅是一句口號，更是企業成功的要素。然而，企業模式的品質管理能否適用於醫療界呢？從美國在1987年的國家示範計劃(National Demonstration Project, NDP)的21個計劃中，有15個宣告成功，顯示品管的方法應可在醫療界推行。今以流程管理的概念與步驟，有系統性的導入醫療產業，並針對臨床診療流程與提昇品質進行研究。本研究將以「痔瘡疾病(Hemorrhoid)」的診療流程為實例，採用橫斷研究法，應用多變量統計分析的技巧如：積差相關分析、變異數分析、主成分分析、叢集分析、複迴歸分析及區別分析等進行研究。分析病患狀況、醫護人員的臨床決策與臨床結果的相關性，並依據相關性建構一套痔瘡疾病的臨床治療演算法。

關鍵字

診療模式分析；醫療品質；品質提昇小組；臨床決策；醫師模式分析；臨床治療演算法

並列摘要

As the way that people spend money has changed a lot in recent years, also quality has been noticed, to study customer requirement's is not only a logo. It's the only way that an enterprise achieves success. But, is the quality management model able to be applied to medical industry. For example, there were 21 programs of NDP (National Demonstration Project) and 15 of them succeeded in 1987. This shows that the answer is yes. Now, this paper applies the concept and procedure of process management to the medical industry systematically, and does the research on clinical practice process as well as the medical quality improvement. This research takes the Hemorrhoid clinical practice process as an example. This research method is to apply the cross section that analysis the correlation of caregiver's decision, the status of patient and the medical quality. This research uses lots of statistics' methods, including Pearson Correlation, Analysis of Variance (ANOVA), Principle Component Analysis, Cluster Analysis, Multiple Regression Analysis and Discriminant Analysis. Finally, this research establishes a clinical practice algorithm of Hemorrhoid.

並列關鍵字

Practice Pattern Analysis ； Health Quality ； Quality Improvement Team ； Clinical Decision Making ； Physician Pattern Analysis ； Clinical Practice Algorithm

國際替代計量

以顧客為導向的流程管理模式在臨床診療分析之應用

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