医院实施感动服务的实践与体会  

Practice and Experiences in Application of Hospital Moving Service

作　　者：金其林[1] 舒卿[1] 郑丽芬[1] 忻弘[1] 奚从华[1] 陶丽敏[1] 

机构地区：[1]上海市杨浦区中心医院,上海200092

出　　处：《医学临床研究》2004年第9期1020-1022,共3页Journal of Clinical Research

摘　　要：在科隆博士创造的服务位阶图三层次理论指导下实施医院感动服务。在服务理念上强化“以病 人为中心”;在服务行为上从被动到主动;在服务效果上,使病人在质量观念上从传统的单一质量观向综合的 大质量观转变,从满意到感动。ObjectiveTo carry out the 'moving service' in hospital according to the service rank chart developed by Dr. Kano under the guidance of the three levels theory.The fundamental requirements of our service were:①Intensification of taking patients as the center in the service concept ;②Promotion of changing passiveness to initiativeness in the service behavior ; ③ Further extension of satisfaction to moving in the service conduct; ④Boosting the change from the conventional single quality concept to the general great quality concept in quality concept.Majority of admitted patients felt comfortable when they lived in a homely atmosphere.[Conclusion]Moving service can greatly elevate the medical quality of hospitalization.

关 键 词：卫生服务 医院管理 

分 类 号：R197.32[医药卫生—卫生事业管理]