Establishment and implementation of total quality management system for routine physical examination

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Author:
DAI Meng(Health Management Center,Nanfang Hospital,Southern Medicaf University,Guangzhou 510515,China)
ZHU Hong(Health Management Center,Nanfang Hospital,Southern Medicaf University,Guangzhou 510515,China)
ZHoU Guang-qing(Health Management Center,Nanfang Hospital,Southern Medicaf University,Guangzhou 510515,China)
ZHOU Xia(Health Management Center,Nanfang Hospital,Southern Medicaf University,Guangzhou 510515,China)
LEI Ya-hui(Health Management Center,Nanfang Hospital,Southern Medicaf University,Guangzhou 510515,China)
Journal Title:
CHINESE JOURNAL OF HEALTH MANAGEMENT
Issue:
Volume 2, Issue 06, 2008
DOI:
Key Word:
Physical examination;Total quality management;Health management

Abstract: Objective To improve the quality,efficacy,and efficiency of health checkup by establishing and implementing total quality management system.Methods Routine physical examination data of 5955 individuals (from January 2007 to May 2007,when total quality management system was not implemented) were analyzed and compared with 7520 individuals (from January 2008 to May 2008.when the system was implemented).Results The report quality of routine physical examination was significantly improved,and the qualification rate was increased from 82.6% to 98.2%.The healthcare service procedure was optimized.The examination time for the essential items was shoaened from 51 to 35 minutes.The result report time was reduced from 5 to only 1 day.The customer satisfaction rate Was increased from 86.3% to 98.1%; however,the suing rate Was decreased from 0.05% to 0.01%.The examination efficiency was significantly improved.The growth rate of checkup recipients was increased from 7.22% to 26.38%.There Was statistical significance before and after the implementation of the total quality management system (P

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