营造医院服务效益链 实现医院服务战略  

The Building of the Hospital Service-benefit Chain

作　　者：全晓明[1] 熊慧琴[2] 涂远超[2] 杨敏[2] 张亮[1] 

机构地区：[1]华中科技大学同济医学院医药卫生管理学院,湖北武汉430030 [2]湖北省新华医院,湖北武汉430015

出　　处：《中国医院管理》2007年第7期50-52,共3页Chinese Hospital Management

摘　　要：借鉴服务利润链模型,结合我国卫生事业的公益性质,提出医院服务效益链。指出营造医院服务效益链,应通过提供优质的患者服务和内部服务、培养患者的忠诚度、提高员工的生产率来提升医院的效益,实现医院服务战略,因此,可以从患者满意度与忠诚度、员工的能力提升和患者价值让渡三方面着手。Based on the service-chain model, the paper proposes a new model of the hospital service-benefit chain. within which, the supply of the good service inside andoutside of the hospital, loyalty of the patients and efficiency of the staff should be paid more attention so as to help the managers improve the benefit of the hospital.Therefore, the paper is going to discuss patient satisfaction, practicing ability and patient delivered value and build up an integrated hospital service-benefit chain and come true service-strategy.

关 键 词：医院 服务效益链 价值让渡 服务战略 

分 类 号：R197.3[医药卫生—卫生事业管理]