医院实施ISO9000质量认证的特点ISO9000质量管理体系
Hospital implementation of ISO9000 quality certification characteristics of ISO9000 quality management system
医疗机构是一种特殊的服务组织，确保医疗服务的质量是确保人身安全与健康的不二法则。随着我国医疗保险体制的改革，各家医院将面临越来越大的市场竞争。未来的医疗服务，将始于客户需要，终于客户满意，而这也正是ISO9000质量管理和质量保证系列国际标准的核心概念。
Medical establishment is a special service organization, ensure the quality of medical services is to ensure the safety and health of the golden rule. China's medical insurance system reform, hospitals will face more and more competition. The future of medical services, from the customer needs, finally customer satisfaction, and this is also the ISO9000 quality management and quality to assure series international standard core concept.
    ISO9000标准是国际标准化组织在二十世纪对人类所作的一大贡献。它高度概括了世界经济发达国家工业化革命200年来质量管理的成功经验，是源自实践，上升为理论的一套科学管理模式，具有系统性、实用性和适时性的特点。
The ISO9000 standard is international organization for Standardization in twentieth Century made a great contribution to human. It has highly summarized the developed countries in the world the industrial revolution 200 years quality management experience, is derived from the practice, rise to the theory of a set of scientific management mode, which is systematic, practical and timely characteristic.
    ISO9000系列国际标准自1987年发布以来，引起了全球性的"ISO9000风暴"。至今有120多个国家等同或等效采用为本国国家标准，以此指导本国的质量管理，并取得显著成效。同时，由于该标准对质量管理各环节的典型指导意义以及普遍的适用性，它也被工业企业以外的各类组织（如政府机构，医院、宾馆、学校、房地产业、银行等）所采用。全球已有几十万家工厂企业、政府机构、服务组织及其它各类组织导入ISO9000并获得第三方认证。ISO9000证书已成为组织具备充分能力以提供持续满足规定要求的产品或服务的标志。产生这一现象的原因，权威资料已做出了肯定的回答：顾客对质量越来越高的期望已成为世界性趋势，这种趋势迫使人们对质量进行全方位管理和控制，以使客户对其产品或服务有充分的信心?
ISO9000 series of international standards published since 1987, has caused a global" ISO9000 storm". So far, more than 120 countries is equal or equivalent adopted as the national standard, so as to guide its quality management, and achieved remarkable results. At the same time, because of the standards on quality management in every link of the typical significance and general applicability, it is industrial enterprises of all types other than the organization ( such as government agencies, hospitals, hotels, schools, real estate, bank etc) used by. The world has hundreds of thousands of factories and enterprises, government agencies, service organizations and other organizations into ISO9000 and access to third party certification. The ISO9000 certificate has become the organization has the full capability to provide continuing to meet with the requirements of the product or service mark. The reasons for this phenomenon, authoritative information has made a positive answer: customers on the quality of the increasingly high expectations has become a world trend, this trend is forcing people to quality all-round management and control, to enable customers to their products or services are fully confident?
    一．医疗服务的特点：
A characteristic of medical service:
    1．医疗服务过程不可贮存，服务质量及服务结果较难定量评价。
1 medical services can not be stored, service quality and service results difficult to quantitative evaluation.
    2．通常服务的生产和消费是同时进行的，服务结果不可弥补，医疗服务也不例外。医疗服务是由人提供的，服务质量一方面依赖于所具有的人力资源，同时也依赖于所具有的技术和设备资源。
2 usually service production and consumption are performed at the same time, the service was irreparable, medical services are no exception. Medical services are provided by providing quality of service, hand relies on is human resources, but also dependent on the with the technology and equipment resources.
    3．医疗服务和人生安全与健康相系，责任重大，不满意或不合格的医疗服务一旦发生，轻则使客户不满意，损失客源；重则承担法律责任，服务结
3 medical services and life safety and health department, responsibility is major, not satisfied or not qualified medical service once in place, the customer is not satisfied with the light source, the loss; heavy to bear legal responsibility, service node
    果一般无法回收。
Fruit cannot generally be recovery.
    4．不同技能的医务人员提供的服务效果不同，同一外科医师在不同的精力和心理状态下所完成的手术质量也不同，服务质量具的较高的可变性。
4 different skills of the medical staff to provide services to different effect, the same surgeon at different energies and psychological state of the completion of the operation of different quality of service quality, the higher variability.