走出服务补救误区 强化医疗服务质量  

Correct Mistakes About Service Recovery to Strengthen the Medical Service Quality

作　　者：陈玉强[1] 姜新莉[1] 王德铸[1] 夏挺[1] 

机构地区：[1]解放军第174医院,福建厦门361003

出　　处：《中国医院管理》2007年第12期52-53,共2页Chinese Hospital Management

基　　金：中国博士后科学基金资助(2005038171)

摘　　要：指出当前医院服务补救存在的4个误区:补救对象局限于有抱怨的那一部分群体:补救措施是等到问题出现以后才实施;补救方式采取分段管理;补救目的是为了平息事态。经分析总结后提出:服务补救应以培养顾客忠诚为目标,全员参与,系统管理,全面提高医疗服务质量。In this article four mistakes about service recovery in hospital were pointed out： limitted in who had complained= took action after service failure occurred;isolated during departments： satisfied by the affair clam down.Then, cultivating patient loyalty： mobilizing staff to participate in and acting systematically were recommened to strengthen the medical service quality.

关 键 词：服务补救 医疗质量 顾客忠诚 

分 类 号：R197.32[医药卫生—卫生事业管理]