门诊人性化服务管理实践  

Management and Practice of Patient-oriented Services in Outpatient Department

作　　者：卢光明[1] 于启林[1] 任利民[1] 杨晓秋[1] 张颖丽[1] 马向成[1] 闫立君[1] 

机构地区：[1]解放军总医院门诊部,北京100853

出　　处：《解放军医院管理杂志》2007年第5期369-370,共2页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：本文从门诊服务理念、技术、流程、措施、环境和效果等6个方面,介绍了2004年以来总医院开展门诊人性化服务的几点做法。通过人性化管理与创新,实现了“以病人为中心”的门诊人性化服务,提升了医院的整体形象。The paper made an introduction of patient - oriented services in general hospital of PLA from the following six aspects ： service idea, technology, process, environment and effectiveness. Through these practices, the hospital achieved patient- oriented service in outpatient department and improved the integrated status.

关 键 词：人性化 服务 门诊管理 

分 类 号：R197.32[医药卫生—卫生事业管理]