改进医院窗口服务、提升人性化服务水平  

Improve the Quality of Hospital Services Window and Promote the Development of Humanistic Service

作　　者：杨勇[1] 和新颖[1] 张国利[1] 郭利侠[1] 

机构地区：[1]西安交通大学医学院第一附属医院,陕西西安710061

出　　处：《中国医学伦理学》2010年第5期85-86,共2页Chinese Medical Ethics

摘　　要：医院窗口服务是衡量医院社会服务水平的重要指标。在改进医院窗口服务过程中,要充分认识到服务意识、服务流程、医疗信息公示及针对患者的服务设施建设工作的不足。进一步增强员工的服务意识,尤其是窗口科室管理者的管理理念的转变;注重内部协作,健全服务体系;优化服务流程,做好医疗信息公示工作,着重解决就医流程瓶颈问题及针对患者的服务设施建设问题。为患者提供更加人性化的医疗服务,增强医院的品牌形象,为医院在社会服务中赢得良好的信誉。Quality of hospital services window is an important index in judging hospital social service.In the process of improving the qaulity of hospital services window,factors including service consciousness,service procedure,the publication of medical information,and the deficiency of patient-aimed service construction should be stressed.Medical staff＇s service consciousness should be further enhanced,especially the transformation of managing concept of services window department managers.Teamwork within the department should be stressed to strengthen service system.The service procedure should be optimized,with the publication of medical information improved and patient-aimed service construction strengthened.More humanistic medical service should be provided for patients,to promote the image of hospitals and better credit in social service.

关 键 词：医院窗口服务 人性化 社会服务 医患关系 医疗服务 

分 类 号：R197-32[医药卫生—卫生事业管理]