优质医疗服务和患者安全永远是医疗安全的最大保障。有报道称，世界中低 收入国家接近60%的死亡病例是由医疗质量差造成的，由此可见医疗质量的缺陷 正成为全球日益关注的问题[1]。而在应急和处理突发公共卫生事件方面更能反映 一个医疗机构的医疗服务质量。 2019年12月8号，武汉报道首例新型冠状病毒肺炎病例，后被证实为新型 冠状病毒感染引起的新型冠状病毒肺炎（Corona Virus Disease 2019，COVID-19） [2]。有报道称，这种不明原因肺炎被发现与一种新型冠状病毒(SARS-CoV-2)相关， 该病毒为目前发现的第7种可感染人类的冠状病毒[3]，并于2月20号将这种新 型冠状病毒传染性列为乙类甲级传染[4]，武汉于1月23号果断“封城”，据统计，2 月20号报道全国有3100多名医护人员感染新冠肺炎，其中确诊人数就接近1800 人，除医护人员外，武汉包括湖北及全国各地新增确诊病例和疑似病例都在不断 增加，甚至有蔓延全球的风险[5] [6]，截至2020年3月1号上午09：09，全国累 计确诊病例包括港澳台共计79968例，死亡2873例，这一结果远超2003年的非 典，这是典型重大突发公共卫生事件。 突发公共卫生事件就是指突然发生，造成或者可能造成社会公众健康严重损 害的重大传染病疫情、群体性不明原因疾病、重大食物和职业中毒以及其他严重 影响公众健康的事件[7]。从古至今，公共卫生类危机频发，不但威胁公众健康， 而且成为影响国家政治和社会稳定的不安因素[8]。2020年1月31日WHO宣布新 冠肺炎疫情已经构成了国际关注的突发公共卫生事件(PHEIC)。 新冠疫情给我们武汉人民和中国百姓以及世界人民造成了极大影响。我国早 在2003年“非典”过后，就出台了相关重大公共卫生事件应急预案和制度流程， 即我们所说的《突发公共卫生事件应急条例》，经2003年5月7日国务院第7 次常务会议通过，2003年5月9日实施，至今已有17年。由于武汉疫情尤为严 重，几乎占全国患者总人数的60%以上，我RM医疗集团又是武汉医疗单位的龙 头企业，所以最早成为收治新冠肺炎患者的医疗集团之一，也是被国家定为武汉 第三批收治新冠肺炎的医疗单位，在抗击新冠肺炎方面我RM医疗集团效果显著， 多次被国家卫计委和省卫计委表彰。 本文分六部分。第一部分是绪论，简述概括了当今社会医疗发展现状及新冠 肺炎相关状况，本文的研究背景及研究目的和意义，概括了我RM医疗集团在抗 击新冠肺炎过程中所运用的研究内容和研究方法。第二部分介绍了新冠肺炎医疗 质量和医疗服务相关理论,对突发公共卫生事件概念和分级、标准预防及医护人 员防护级别、马斯洛需要理论、认知行为理论及健康信念模式分别进行了阐述。 II 同时还结合RM医疗集团临床实际和患者现实需要，总结并创新实施了一些优质 的医疗服务理念。第三部分详细阐述了RM医疗集团抗击新冠肺炎相关科室的基 本情况，抗击新冠肺炎医疗现状，通过PEST和运营现状进行分析和阐述。第四 部分是通过对RM医疗集团运营现状和抗击新冠肺炎前后进行对比分析，临床结 合实际的方法,发现我RM医疗集团在抗击新冠肺炎方面存在“人机物法环”问题。 第五部分是本研究讨论重点，主要阐述在抗击新冠肺炎中，我RM医疗集团运用 PDCA理念，解决和优化我们在临床治疗过程中所面临的医疗问题。第六部分是 全文总结，对我RM医疗集团和中国卫生行政部门在应对突发公共卫生事件方面 的展望，不断优化和提升我们应急突发公共卫生方面的处置能力。 关键词：公共卫生事件；抗击疫情；新冠肺炎；预防措施；医疗安全；医疗服务 质量； III Abstract High quality medical service and patient safety are always the biggest guarantee of medical safety.It has been reported that nearly 60% of the deaths in the world's low and middle-income countries are caused by poor medical quality,which shows that the defect of medical quality is becoming a global concern [1].In the emergency and handling of public health emergencies, it can reflect the quality of medical services of a medical institution. Novel coronavirus pneumonia novel coronavirus novel coronavirus pneumonia was reported in Wuhan in December 8, 2019, and was confirmed as a new coronavirus infection (Corona Virus Disease 2019 (COVID-19) [2]). A novel coronavirus (novel coronavirus) is reported to be associated with a new coronavirus (SARS-CoV-2).It is now the seventh human coronavirus [3] discovered in February 20th. The new coronavirus was classified as class A in February 20th[4]. The city was sealed in January 23rd. According to statistics, more than 3100 medical personnel in the country were infected with new infections. Among them, the number of confirmed cases is close to 1800. In addition to medical staff, new confirmed cases and suspected cases are increasing in Wuhan, including Hubei and all over the country, even with the risk of global spread [5] [6] As of 09:09 a.m. on March 1, 2020, a total of 79968 confirmed cases, including Hong Kong, Macao and Taiwan, and 2873 deaths, far exceeded the SARS in 2003, which was a typical major public health emergency. Public health emergencies refer to major infectious diseases, group diseases of unknown causes, major food and occupational poisoning and other events that seriously affect public health that occur suddenly and cause or may cause serious damage to public health [7]. Since ancient times, public health crises have occurred frequently, which not only threaten public health, but also become an uneasy factor affecting the political and social stability of the country [8]. The novel coronavirus pneumonia epidemic in January 31, 2020 has been a public health emergency of international concern (WHO), announced by WHO in January 31, 2020. The new crown epidemic has greatly affected the people of Wuhan, China and the world. As early as after the SARS in 2003, China has issued the IV relevant emergency plan and institutional process for major public health events, namely the "Regulations on emergency response to public health emergencies", which was adopted at the 7th executive meeting of the State Council on May 7, 2003 and implemented on May 9, 2003. It has been 17 years since then. Novel coronavirus pneumonia is novel coronavirus pneumonia novel coronavirus pneumonia. Because Wuhan epidemic is particularly serious, which accounts for more than 60% of the total number of patients in the country, RM medical group is the leading enterprise in Wuhan medical unit. So it was first among the medical group to treat new crown pneumonia patients. It was also the medical unit of the third batch of new pulmonary tuberculosis patients admitted to Wuhan by the state. In the fight against the new crown pneumonia, RM medical group has achieved remarkable results and has been repeatedly visited by the state. Health and Family Planning Commission and provincial health and Family Planning Commission. This paper is divided into six parts. Novel coronavirus pneumonia is a novel coronavirus pneumonia. The first part is an introduction. It briefly summarizes the current situation of medical development and the status of new crown pneumonia in today's society. The background and purpose and significance of this study are summarized. The research contents and research methods of RM medical group in the process of fighting against new crown pneumonia are summarized. The second part introduces novel coronavirus pneumonia medical quality and medical service related theories, and expounds the concept and classification of public health emergencies, standard prevention and protection level of medical personnel, Maslow's needs theory, cognitive behavior theory and health belief model respectively. At the same time, combined with the clinical practice of RM medical group and the actual needs of patients, some high-quality medical service concepts are summarized and innovated. Novel coronavirus pneumonia novel coronavirus pneumonia Department of RM medical group, the third part of the basic situation, the fight against the new crown pneumonia medical situation, through PEST and operation status analysis and elaboration. Novel coronavirus pneumonia is a novel coronavirus pneumonia. The fourth part is a comparative analysis of RM medical group's operation status and the fight against new crown pneumonia. V Combining clinical practice with practice, I find that RM medical group has a "human machine physical ring" problem in fighting against new crown pneumonia. Novel coronavirus pneumonia is the fifth part of this study. It focuses on the use of PDCA concept in RM medical group to solve and optimize the medical problems we face in the process of clinical treatment. The sixth part is the summary of the whole paper. It looks forward to