浅析服务补救在完善医疗服务中的应用  

Complementary measures for medical service

作　　者：郝虹[1] 华长江[1] 陈海江 

机构地区：[1]解放军第八一医院门诊部,南京210002 [2]南京红十字医院理疗科,南京210002

出　　处：《医学研究生学报》2011年第6期630-633,共4页Journal of Medical Postgraduates

摘　　要：随着医疗市场竞争日益激烈,患者需求增加,医院发生服务失误的可能性也越来越高,如何减少这种失误,提高患者的满意度,是医院生存和发展急需解决的问题。服务补救可提供弥补这些缺陷的机会,使患者留下正面服务的印象,并能提早预防服务差错的发生,为医院树立良好形象,是提升品牌价值的重要方式之一。文中对综合性医院门诊服务补救现状及其存在的问题进行分析,针对问题,结合实际,从外部和内部服务补救方面提出了一系列切实可行的措施,力求进一步提升医院的服务质量和竞争力,全面提升医院的经营水平。With the intensified competition in the medical market and increased demands of patients,more faults in medical service are likely to occur in hospitals.How to reduce service faults and enhance patients′ satisfaction is of vital importance to the survival and development of a hospital.Complementary measures for medical service may counteract and even prevent service faults,leave a favorable impression on patients,and add to the prestige and brand value of the hospital.Based on the analysis of current situation and existing problems in outpatient service,this article proposes a series of feasible complementary measures for medical service that can be taken both in and out of the hospital.

关 键 词：服务补救 服务失误 医疗服务 

分 类 号：R[医药卫生]