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[目的]确定助产服务质量保证的关键过程,从而为构建助产士服务质量保证体系提供理论支持。[方法]采用质量功能配置(QFD)理论构建助产服务质量矩阵、服务质量实施矩阵,用于进行过程需求分析,确定优化重点环节。[结果]影响助产服务质量要素的权数按照从大到小的顺序排列为:专业技能培训,人文知识培训,服务流程再造,为医院层级支持,管理制度落实。其中,影响助产服务质量的关键过程为专业技能培训和人文知识培训。[结论]基于QFD原理从孕产妇视角探讨如何优化助产服务质量流程,能够进一步改进服务质量,提高孕产妇满意度。
[Objective] To determine the key process of midwifery quality assurance and provide theoretical support for the construction of midwifery quality of service assurance system. [Methods] The midwifery quality of service matrix and quality of service implementation matrix were constructed by QFD theory, which was used to analyze the process requirements and identify the key steps in the optimization. [Results] The weights that affect the quality of midwifery service were arranged in descending order: professional skills training, humanities knowledge training, service process reengineering, hospital level support and management system implementation. Among them, the key process affecting the quality of midwifery service is professional skill training and humanistic knowledge training. [Conclusion] Based on the principle of QFD, we discussed how to optimize the quality of midwifery service process from the perspective of pregnant women, which can further improve service quality and improve maternal satisfaction.