设立病区专职收费员的做法与体会  

Methods and experience of the allocation of a full-time toll collector in each medical unit

作　　者：赵玉玲[1] 董慧芬 王钦玉[1] 张胜英[1] 吕晓娟[1] 徐俊芳[1] 

机构地区：[1]郧阳医学院附属人民医院神经外科,湖北郧阳442000

出　　处：《护理管理杂志》2008年第2期48-49,共2页Journal of Nursing Administration

摘　　要：目的通过设立病区专职收费员,解决收费矛盾。方法对收费员进行选择,建立健全收费制度,组织多渠道学习的方法。结果收费问题的投诉率由21.43%下降到6.67%,病人满意度由75.51%上升到95.24%。结论设立专职收费员,可以有效解决收费问题,提高病人满意度,促进医患关系和谐发展。Objective To allocate a full - time toll collector in each medical unit and resolve the disputes due to medical charge. Methods The following measures were carried out, including selecting the toll collectors, establishing charge regulations and organizing learning through various means. Results The patients＇ compliance due to medical charge was decreased from 21.43% to 6.67% and the patients＇ satisfaction increased from 75.51% to 95.24%. Conclusions The allocation of a full - time toll collector in each medical unit can effectively resolve the disputes due to medical charge,increase patients＇ satisfaction and facilitate the harmonious relationship between medical staff and patients.

关 键 词：病区 专职收费员 护理管理 

分 类 号：C931.2[经济管理—管理学]