基于患者体验的医院服务持续改善实践与思考
Construction and consideration of hospital services continuous improvement based on patients ' experience
患者体验是指患者在就医过程中所感知、体会到的经历.该研究阐述了基于患者体验的医疗服务新概念,回顾了医院改善服务的具体做法,包括挂号服务立体化、流程集约化、服务公开承诺、医技工作室患者选医生、院长代表门诊常设,最后提出患者体验应真正基于患者、要具有同"情"心、要超越期望、要构建患者体验文化.
更多Patients' experience is the feeling of patients in the process of medical perception. This paper expounded the new concept based on the experience of patients with medical services,then reviewed the specific practices of improve services,which including three - dimensional registration service,process intensification,service public commitment, patients choose doctors in medico - technical departments, hospital president in outpatient. Finally,the article proposed that patients' experience should be based on patients' evaluation,have " love" heart, exceed customers' expectation and build patients' experience culture.
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