PDCA management Tools Administration General Duty Hospital Management
江西省2014年科技支撑计划项目（20142 BBG70058）
目的：探讨运用PDCA管理工具不断完善医院行政总值班管理，提高行政总值班质量，充分发挥行政总值班职能作用。方法：采用PDCA循环的原理，发现行政总值班管理中存在的问题，分析原因，并针对主要因素制定解决措施，提出改进计划。结果：行政总值班中存在值班人员职责履行不充分、人员结构不够合理、应对突发事件的处理能力不够、总值班记录不规范等问题，影响行政总值班的工作效率。结论：通过PDCA循环的科学管理工具，能有效地发现总值班管理中存在的问题，提出有针对性的解决措施，使行政总值班工作持续改进、螺旋式上升，保障了医院非办公时间的正常运行，促进了和谐医患关系。
Objective：This paper mainly discussed the continuous improvement of hospital administration general duty by PDCA management tools，improving the quality of administration general duty，giving full play to the role of administration general duty. Method：Based on the principle of PDCA cycle，this paper found out the problems existing in administration general duty，analyzed the causes and formulated solutions to the main factors，putting forward the improvement plan. Result：There were problems such as inadequate duty of personnel，unreasonable personnel structure，insufficient ability to deal with emergencies，irregular record of general duty，etc.，which affected the work efficiency of administration general duty. Conclusion：Through PDCA scientific management tools，we could efficiently find problems in administration general duty management，put forward targeted solutions to the continuous improvement of administration general duty management，guaranteeing the normal operation of hospital in non-office time，promoting the harmonious relationship between doctors and patients.