CL战略在医院持续发展中的作用  

The Application of CL Strategy in the Hospital Sustainable Development

作　　者：孙忠河[1] 潘淮宁[1] 陈红[1] 

机构地区：[1]南京医科大学附属南京第一医院,江苏南京210006

出　　处：《中国卫生质量管理》2010年第6期109-110,共2页Chinese Health Quality Management

基　　金：南京医科大学科技发展基金项目资助(2010NJMU044)

摘　　要：我国医院在顾客导向方面先后走过了CI和CS阶段,目前正在进入第3个阶段即CL阶段。CL战略有助于医院保持持续发展的健康势头。其应用策略包括培育忠诚员工,借助虚拟人才打造品牌,建立差异化优势,实施感动服务和提高抱怨处理满意度等。Hospitals in China have passed through CI and CS phase in customer - oriented aspects, and now is entering the third phase which called the CL phase. CL strategy can help a hospital maintain the healthy and sustainable development. Its application strategy includes fostering loyalty employees, creating famous brand with the help of virtual professionals, forming differentiation advantage, implementation of moving services and improving complaint handling satisfaction.

关 键 词：CL战略 医院 持续发展 

分 类 号：R199.2[医药卫生—卫生事业管理]