You are on page 1of 47

171

171

172

172

173


:
.
.
.
.
.
.
.

.



.


):(1
1 :

) (1 " "
1990 20 .29
173

174

174

175

175

176

176

177


.




.

:
1

.

2

.
3
.

"

177

178

"



.




.




.

:
) (1 :


.
)(2

:

.

Joint Commission on Accreditation of Hospitals, Monitoring and


Evaluation of the quality and appropriateness of care, Quality
Review Bukketin, Jan, 1987, P.26
178

179

) (3 :

.
) (4


.
) (5 :

.
.
) (6 :

.

.

.





.

:
179

180

) (1 . , ) (
, , ,17.2001 ,

) (Intangibility
.
) (Hetrogeneity

.
) (Inseparability
.
) (Perishability
.




.

" "
:

180

:
. Crosbey "

181

"

) 1988

( .

.
:
1.
.


.
2.

.
3.

.
4.

181

182

"



(Kohler
&
)Ponkouski






".
:

:

182

183

) :(1

1.



.

.
2.




.

183

184

3.


.
.1 :
(
(
(
(
(
(
.2

.

,
:

1.

.

.

184

185


.
2.




.
3.

) ( ..




.

185

186


Facilitator .
4.

.




.

5.

.


.

6.

.

.
Benchmarking
.

.

7.

.


.
186

187


.
.8

) (Mission


.
.9
. ) Client or
(Customer



.


.



.
.10
.
) (
.


.

187

188

.11 Benchmarking





.



.

.

:
1 :
.




.

188

189




.

:
1

2

3

4

5

6

7

8

189

190

9

10




.
2 :



.

:
1
.
2

.
3
.
4
.
5
.
3 :
190

191


.

.

.
:
1

:


.


.

.

.
.

.
:


.

191

192





) (.


.


192

193

193

194

194

195


,
) 10 5(




.
3 .

.

.
:
.

.


.
.


.Open- Ended


195

196


.


.
:



.


.



.

.




.
.

.
:

196

197


.


.


.



.
4 .

.
:




.




.



.
197

198


:
.


.

.
.
.



.




.


.

198

199




.


.

,
.

.


, .

,
.



.



.


.


.
.
199

200



.
,
):(1
1.

2.
3.

.
.

,
,
.
.

,

.

(1) Kline, James, J. Total Quality Management In Local Government, Government


Firance, August, 1992 PP 7-11.

4.

5.

6.

7.

8.

9.


.
200

10.

201

201

,
,
.

202

202

203

203

204

:
:
1


.
2
.
3

.
4
.
5
.
6
.
:
1990 343 .348

204

205

1

.
2
.
3
.

1

.
2

.
3
.
4
.


.

1

.

205

206

2

.
3

.

1

.
2 Feed
back .

3

.
4 ) (

.

1

.
2 :

, .
206

207

3
.
4

.

1
.
2
.
3

.


. :
1
.
2
.
3 :
.
4
.
207

208


:
.

1987


, The National Demonstration Project on

) Quality Improvement In Health Care (NDP



TQM .

The

Institute of Health Care Improvement



.

Joint Commission for Accrediation of Health Care

) Organization (JCAHO

208

209


.
JCAHO
.

: Efficacy
Appropriateness Efficiency
Respect and Care Safety Continuity
Effectiveness Timeliness
.Availability
(Forrest General Hospital, Hatties burg,

) Mississippi

:

: ,

, 2002 , .95 -85

1.


"

209

210

"
.
:


.
2.

3.


.

.

4.



.
Health

Fairday

.Focus Group

210

5.

211


1991
,
" " .

.

.
.

6.


. 1994

Wait Disney
.

7.

8.

.




.

211

212


.
9.

.

.





Access .

(Bellin Hospital in Green Bay, Wistcon Billin


) son, U.S.A .Tep-Step- Process
JCAHO .
.TQM
" " Quality in Daily Work
.QIDW

Jurans trilogy

QIDW

:
1 .
212

213

2



.
3 Vital Processes

.
4

.
5 Indicators

.
6
.
QIDW
:
1
.
2
.
QIDW

PDCA
VALUE PDCA :
1

.
213

214

2
.
QIDW

PDCA .
1
1- Verify a problem

2- Assemble a team

3
3- Locate and Isolate the Problem

4
4- Establish the real Causes of the problem

6 5- Plan

76- Do

87- Check
9 8- Act

9- Recognize and celebrate




:
.

214

215


.

:
/.
.
.
.

, 9000 : ,
14 12 ,
,2002 ,.


:
1. : 1997
9000
:
. . . . - .

215

2.

216

: :
. . . . - .

3.

. ISO 9000 27
.1998


9000 :
. JCAHO 10 Steps
. . .
:
.
. .216

. - .

217

217

You might also like