資訊化介入醫療服務程序與品質指標管理

Technology Intervention of Medical Service Procedure and Quality Indicator Management

評估醫療機構服務成效及提升醫療服務品質，已成為世界各國改善醫療系統的重要趨勢。醫療品質指標也成為此改革潮流之重要角色，指標數據可以表達醫療院所在某項醫療服務上之表現，在統一的計算標準下，各機構也可分析本身與其他院所之差異，並進而求取改善方案。醫療機構可視為一個知識密集的複雜系統，雖然醫護人員都經過周詳的訓練，但與一般製造業相比，醫療服務行為距離完全標準化並可進行精密誤差的量測，尚有許多可努力的空間。因此，許多醫療院所在推展品質指標系統後，對於與其他同儕機構指標數據之差異分析與內部改善方案之擬定都存有許多的疑問。本研究在建立一個醫療品質溝通模式，以個案醫院剖腹產率品質指標改善為例，讓不同階層的醫護與管理人員，對問題能建立共識並擬定執行步驟、調度資源以適當的執行改善方案。

Evaluating the service effect of medical institute and elevating medical service quality have become a vital trend in improving the medical systems around the world. The medical quality Indicator has become a key role in the revolution. The indicators can express the performance of the medical institute in a certain medical service. Under the unified standard, every institute can analysis the differences between the other institutes. Further, they can come up with an improvement plan. Medical institute is a complicated system with intense knowledge. Although the medical staffs are being carefully trained, compared with manufacture industry, it still has many space between standardize and accurate measurement of the medical service behavior. Therefore, after promoting quality indicator system, many medical institutes still have many doubts when analyzing the data differences and the making of internal improvement plan. This research establishes a medical quality communication model. We use the quality improve indicator of the c-section ration in the case hospital as an example so that the medical staff and administration staff of different levels can build consensus to the problem and stipulate execution steps and resources to appropriately carry out the improvement plan.