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受邀出席2013中国国际工博会质量创新论坛的国际质量科学院理事长玛丽·简院士,曾多年担任美国大型医疗组织SSM的CEO。SSM拥有20来所医院,2个护理中心,2000多个部门,23000名员工、5000名医生以及3800名志愿者。在玛丽·简带领下,该组织导入美国波多里奇奖管理模式,踏上了追求卓越之路。2002年,SSM成为美国第一个赢得波多里奇国家质量奖殊荣的医疗保健组织。该组织的服务质量,也从原来处于美国医疗行业的中等略上水平上升到前所未有的高度。玛丽·简院士从价值观开始,介绍了该组织持续提升服务质量、提供“非同寻常”优异服务的理念和方法。她的报告,得到了包括上海四大医院院长在内的极大认同。如何提升处于“发展中阶段”的国内医疗服务质量?上海四大医院院长与玛丽·简院士展开了一场“中外对话”。本文记录了这场“头脑风暴”。
Dr. Mary Jane, chairman of the International Academy of Quality Sciences who was invited to attend the 2013 China International Forum of Quality Innovation Forum, has been the CEO of SSM, a large US medical organization for many years. SSM has 20 hospitals, 2 care centers, more than 2,000 departments, 23,000 employees, 5,000 doctors and 3,800 volunteers. Under the leadership of Mary Jane, the organization introduced the United States Baldrige Award management model, embarked on the pursuit of excellence. In 2002, SSM became the first health care organization in the United States to win the Baldrige National Quality Award. The organization’s service quality has also risen to an unprecedented level from its modest slightly above-average level in the U.S. healthcare industry. Starting with values, Mary Jane introduced the philosophy and methodology of the organization to continuously improve its service quality and provide “extraordinary” service. Her report received great recognition, including the dean of Shanghai’s four major hospitals. How to enhance the quality of domestic medical service in the “developing stage”? The dean of Shanghai’s four major hospitals and Mary Jane academicians launched a dialogue between China and foreign countries. This article documents this “brainstorm”.